You expect, quite rightly, to receive impeccable service from us.

If Infinios do not deliver the standard of service expected, or if the Company has made a mistake, please provide your feedback using one of the methods described below. Infinios takes your opinions and complaints seriously and will investigate the situation and, if necessary, set about putting matters right as quickly as possible. In addition, the Company will take steps, where appropriate, to prevent a recurrence.

Infinios operates a complaints management policy and procedure that aims to ensure all complaints are dealt with fairly, consistently and promptly.

Making a Complaint

If you are a client of Infinios and are dissatisfied with or have a complaint about a product or service offered by the Company, you should let us know so that we can try and put things right. Also, by telling us where you think we have failed, we will be able to provide you with a better service in the future. A complaint can be made by contacting Infinios using any of the following methods:

Email:

Please email the details of your complaint to complaints@infinios.com. You will receive a notification acknowledging your complaint and will be contacted within five (5) business days by the person handling your case.

Letter:

Please write the details of your complaint, including your address, telephone number and email address (where available), and send it by post to:

Complaints Management Officer/ Head of Compliance

11th Floor, Park Place, Building 2420, Road 2831, Seef 428, Kingdom of Bahrain.

You will receive a notification acknowledging your complaint and you will be contacted within five (5) business days by the person handling your case.

In the event that we are unable to provide an immediate solution to your complaint, you will be provided with a Complaint reference number, together with the approximate time frame required to resolve the matter. Upon completion of the investigation you will be contacted with a full response.

Handling your complaint

The Company has internal policies in place to address how complaints are managed. Once we have received your complaint, we aim to resolve the issue as quickly as possible and in a consistent manner.  Your complaint will be promptly acknowledged and investigated by the Complaint’s Management/ Compliance Officer who is independent from Infinios’ day to day business functions and will be able to impartially investigate the circumstances giving rise to the complaint. If your complaint is relating to the actions of the Compliance function of Infinios it will be passed for investigation to an alternative senior manager that is not linked to the Compliance function.

In conducting the investigation, the individual handling your complaint may contact you or your authorized agent to request additional information which may be required to resolve the complaint. We may also, from time to time, get in touch to update you with our progress.

Upon completion of any investigation, we will provide you with correspondence confirming the same. In case of a payment services related complaint, the company will comply with the relevant provisions imposed by the Central Bank of Bahrain (CBB), including all requirements to report or communicate information related to the complaint in the appropriate manner to necessary authorities. The Company will also maintain records of the complaints it receives, and the measures taken for their resolution.