Complaints

At t’azur we aim to continuously provide you with trustworthy and consistent services. It is one of our principal aims to satisfy the needs of our policyholders and prospective customers with the highest proficiency and efficiency. We ensure that your complaint is handled with impartiality, confidentiality and timelessness. We always intend to resolve matters on the spot once they arise, however we recognize that occasionally things can go wrong and if this is the case we would like to hear from you.

t’azur values complaints as a means of strengthening their administration and improving their relations with the public and we not only stand for but also believe in our motto; Together in trust.

Our Commitment

We aim to ensure that:

• We establish an effective, professional complaint handling system for your contentment.
• We display exemplary practice in handling complaints.
• We handle your complaint in confidence and discretion.
• We make you aware of the complaint progress.
• We learn from complaints and use them to evaluate and improve our service.

What is a Complaint?

A complaint is when you provide us a statement or a reason that our service is unsatisfactory or unacceptable.  It can include:

• Delivery time of the service provided
• Validity of the information provided
• Quality of our services
• Level of care provided by our team

How to make a Complaint?

If you are unsatisfied with the service provided, you have the right to complain. Although it is recommended that you first approach the manager of the relevant department at t’azur. This is because most misunderstandings could be settled at this level. Unless the complaint is against the head of the department kindly direct your complaint to our Customers Complaints Officer. 

If the issue remains unresolved you may refer further to our Customers Complaints Officer in any of the ways listed below.

In writing:                            

By Telephone:

00973 17561661

By Fax:

00973 17561669

By e-mail:

complaints@tazur.com

By visiting our website:

www.tazur.com

In person:

Jeera 2 Tower, 12^th Floor, Building 2347, Road 2830, Block 428, Al Seef District, Kingdom of Bahrain

Working Hours: Sunday to Thursday 8:00 to 16:00

Please quote your policy number and CPR number when contacting us.

Response

We will acknowledge within 24 hours of receipt of your complaint if it is related to General Takaful products and within 120 hours if it is related to Family Takaful products.

Once we have received full details of your complaint we aim within 7 or 14 days to respond fully to your issue. The response time is dependent on the type of policy and complexity of the matter. There may be occasions when we require additional information or responses from you to complete our investigation. If there is a delay in responding we will keep you informed of our progress.

Unresolved issues

If your issue is still unresolved and you are not satisfied with our response you can contact our Chief Executive Officer at the above address.

If you are still discontented with the response from our CEO, you may direct your complaint to the Compliance Directorate at the Central Bank of Bahrain (CBB).

Comments

We are happy to receive any other comments on the services that we provide to you.

Please contact us in any of the ways mentioned above.