Feedback & Complaints
Types of complaint
Financial Nature
- Delay in processing Transactions.
- Incorrect application of prices/investment charges.
Non-Financial Nature
- Incorrect Customer Records in the database.
- Service Related issues i.e. Staff Behavior, Technological failure, delay in responding etc.
Striving for Excellence in Customer Care
We value the trust you place in us and are always here to address any issues you may face. If you have feedback, suggestions, or a complaint, please follow the steps below to ensure it’s resolved promptly:
Step 1: Speak With Us Directly
First, we recommend getting in touch with your Investment Advisor. Most concerns are resolved quickly this way.
If you do not have an advisor, please contact our Customer Services Team:
- info@alameenfunds.com
- 0800-26336 (toll free)
Step 2: Submit a Feedback or Complaint Form
If your concern remains unresolved or you’d prefer to write to us directly, please fill out the form below. Our team will respond as quickly as possible.
Steps involved in managing Complaints
Step 1: Lodge a Complaint using any of the following medium
Call our toll-free number 0800 00026/0800 26336. For International Dialers: +9221-38892219. 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@alameenfunds.com / customercare@alameenfunds.com
- Visiting our investment center. Click here to find your nearest investment center.
- Fill out the form given on the UBL Funds website and get your complaint registered. Based on this, our Customer Support team will get back to you accordingly.
- Sending a letter to our operations office: UBL Fund Managers – Operations Office 4th Floor, STSM Building, Beaumont Road, Civil Lines
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 the progress 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.
Step 3: Closure & Feedback
Your feedback always matter for Al Ameen 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
- Phone: 0800-26336 (toll free)
- International Dialers: +9221-38892219
- customercare@alameenfunds.com
DISCLAIMER: In case your complaint has not been properly redressed by us, you may lodge your complaint with Securities and Exchange Commission of Pakistan (the “SECP ”). However, please note that SECP will entertain only those complaints which were at first directly requested to be redressed by the company and the company has failed to redress the same. Further, the complaints that are not relevant to SECP ‘s regulatory domain/competence shall not be entertained by the SECP.
