Complaint Handling Process

Standard practices blended with our strong commitment to strive for the exceptional services, has helped us craft a mechanism to help resolve the complaints in a documented and in more efficient manner.

This process will give a brief layout of the complaint handling mechanism.

Types of complaint

1. Financial Nature

  • Delay in processing of Transactions.
  • Incorrect application of prices / investment charges.
  • Others.

2. Non-Financial Nature

  • Incorrect Customer Records in database.
  • Service Related issues i.e. Staff Behavior, Technological failure, delay in responding etc.
  • Others.

Steps involved in managing Complaints

Step 1: Lodge a Complaint using any of the following medium

Calling our toll free number 0800 00026/0800 26336. For International Dialers: +9221-35622781. (We are available Monday to Friday 09:00 am to 09:00 pm (PST)) and Saturday and Sunday timings are 11:00 am to 6:00 pm

  • Email us at info@ublfunds.com/customercare@ublfunds.com
  • Visiting our investment center. Click here to find your nearest investment center.
  • Fill- out the form given on UBL Funds website and get your complaint registered. Based on which our Customer Support team will get back to you accordingly.
  • Sending letter to our operations office:
    UBL Fund Managers – Operations Office
    4th Floor, STSM Building,
    Beaumont Road, Civil Lines,
    Karachi.

Step 2: Complaint Cycle – Processing & Resolution

  • Register Complaint using any of the above mediums.
  • Our Customer Support team will get in touch with complainant for more details.
  • Complainant shall be provided with a ‘Reference Number’ through on call, SMS and e-mail to help track their complaint. A tentative Turnaround Time (TAT) required for closure of the particular case is also communicated to the Complainant.
  • While complaint goes through different stages, our Customer Support team remains in follow-up with the Complainant for theprogress against the registered case / issue.
  • Upon resolution of issue, we inform the Complainant of the status and mark the complaint as closed / resolved as the case may be.

Note: Please insist for a Reference Number whenever you report or register a complaint with us which will also help you to inquire about the status of your complain.

TAT / Resolution time

We endeavor to resolve complaint within 1 to 3 business days, however, depending on complexity and involvement of external stake holders or factors which are beyond our control, however, there is a possibility that resolution of such cases may take longer than the stipulated time.

Our Customer Support Team will ask the complainant to provide documentary evidences/proofs/necessary details therefore; the Turnaround Time (TAT) shall commence after supporting details have ben furnished to UBL Funds.

Step 3: Closure & Feedback

  • Your feedback always matter for UBL Funds; we encourage people to share their feedback and suggestions to help us improve our complaint process and services.

Contact person
Manager – Customer Care Unit
UBL Fund Managers
4th floor, STSM Building, Beaumont Road, Civil Lines, Karachi
F: 0800-00026
International Dialers: +9221-35622781
E: customercare@ublfunds.com

 

 

 

 

 

 

Complaint Handling Process Flow