COMPLAINTS - SUBMISSION. PROCESS The following italicised and bolded terms are defined in the general terms and conditions of the current account agreement. The Bank has established a complaint system for its clients, which they may use to express any dissatisfaction. The Bank undertakes to acknowledge receipt of any type of complaint within 48 hours. For any complaint not pertaining to the use of payment services, the Bank will issue an appropriate response within a period not to exceed 2 months. For any complaint pertaining to the use of payment services, the Bank will issue a response within 15 business days of receiving the complaint. In exceptional cases, if a response cannot be given within fifteen business days for reasons outside the Bank's control, the Bank will issue a pending response clearly explaining the reason for the additional period needed to address the complaint and indicating the deadline by which the Client receiving payment services will receive a final response. In any event, you will receive a final response no later than thirty-five business days after the Bank receives your complaint. Where applicable, the Bank will provide its clients with information on the avenues available to submit complaints. Any response issued to you by the Bank will be delivered on paper or, where applicable, in any other durable medium. French is designated as the language of communication between you and the Bank regarding any complaints, or any other language previously agreed upon between you and the Bank. Your contacts at the Bank are, in order of priority: 1. You may contact your business advisor or branch manager: - directly at your branch by appointment, - by post, telephone or e-mail: the contact details for your branch are available at xxx.xxxx.xx, under “Trouver une agence” (“Find a branch”), En cas de changement de statut fiscal du Client ou de l'un de ses bénéficiaires effectifs, le Client doit en informer la Banque et lui transmettre l'ensemble des documents requis dans les meilleurs délais. ARTICLE 13 - IMPREVISION Sans préjudice des autres stipulations de la convention, tout risque d'exécution excessivement onéreuse de la convention, résultant d'un changement de circonstances imprévisible, est assumé par les Parties. Chacune des Parties consent à ne pas se prévaloir des dispositions de l'article 1195 du Code civil. ARTICLE 14 –
COMPLAINTS - SUBMISSION. The complaint must be submitted in writing. It may be submitted as a letter or complaints form through the channels listed below. Complaints forms are available at our branches. POST Old Mutual Life Insurance Company P/Bag 00347, Gaborone BRANCH Gaborone - Unit 4, Plot 64511, Fairgrounds Francistown - Plot 000, Xxxxxxxxx Xxxxxx FACSIMILE +000 000 0000 EMAIL xxxxxxxxxx@xxxxxxxxx.xx.xx TELEPHONE +000 000 0000/01 To assist with ensuring that complaints are addressed in the most expedient manner possible, the following details will need to be included: • All policy, account or member numbers that relate to the complaint • Detailed description of the complaint and expected outcome
