Grievance Policy

Introduction

At TIKK Financial Consults Limited, we are committed to providing the highest standards of service to our clients, partners, and employees. We recognize that from time to time, concerns, complaints, or grievances may arise. This Grievance Policy is designed to ensure that such issues are addressed promptly, fairly, and consistently.

Scope

This policy applies to all clients, partners, and employees of TIKK Financial Consults Limited in Uganda.

Definition of a Grievance

A grievance is any concern, complaint, or dissatisfaction expressed by a client, partner, or employee regarding the services provided by TIKK Financial Consults Limited, the behavior of its staff, or any other matter related to the company's operations.

Objectives

• To provide a clear process for raising grievances.
• To ensure grievances are handled promptly, fairly, and impartially.
• To maintain a high level of transparency in the resolution process.
• To improve our services based on the feedback received.

Grievance Procedure

Step 1: Informal Resolution

We encourage resolving grievances informally in the first instance. Clients, partners, or employees should raise their concerns directly with the person involved or their immediate supervisor. Many issues can be resolved quickly through open and honest communication.

Step 2: Formal Grievance

If the grievance is not resolved informally, or if the complainant prefers to raise the issue formally, the following steps should be taken:

1. Submission of Grievance:
• A formal grievance should be submitted in writing. This can be done via email or a written letter.
• The grievance should include details of the issue, any relevant dates, and the desired outcome.
• Email: info@tikkfinance.com
• Address: TIKK Financial Consults Limited, Suite 414 DTB Center Kampala Rd, 4th Floor, Uganda
2. Acknowledgment:
• Upon receipt of the grievance, an acknowledgment will be sent to the complainant within three (3) working days.
• The acknowledgment will include the name and contact details of the person handling the grievance.
3. Investigation:
• A thorough investigation will be conducted by a designated officer who is not directly involved in the matter.
• The complainant may be contacted for additional information or clarification during the investigation.
4. Resolution:
• A formal response will be provided within fifteen (15) working days from the date of acknowledgment.
• If more time is required, the complainant will be informed of the reasons for the delay and the expected completion date.
• The response will include the findings of the investigation and any actions to be taken.

Step 3: Appeal

If the complainant is not satisfied with the outcome of the formal grievance process, they may appeal the decision:

1. Submission of Appeal:
• An appeal must be submitted in writing within ten (10) working days of receiving the formal response.
• The appeal should state the reasons for dissatisfaction and any new information to be considered.
2. Review of Appeal:
• The appeal will be reviewed by a senior officer not previously involved in the grievance.
• A final decision will be communicated within ten (10) working days of receipt of the appeal.

Confidentiality

All grievances will be handled with the utmost confidentiality. Information will only be shared with those directly involved in the investigation and resolution process.

Non-Retaliation

TIKK Financial Consults Limited is committed to ensuring that no complainant faces retaliation or adverse consequences for raising a grievance in good faith.

Contact Information

For any questions regarding this Grievance Policy or to submit a grievance, please contact us at:

• Email: info@tikkfinance.com
• Phone: +256-393-109393
• Address: TIKK Financial Consults Limited, Suite 414 DTB Center Kampala Rd, 4th Floor, Uganda

Review of Policy

This policy will be reviewed annually and updated as necessary to ensure its effectiveness and compliance with applicable laws and regulations.