LNIG Hollard’s commitment to handling your complaint
As an LNIG Hollard customer, you can expect to be treated with care and respect. Whilst we certainly cannot claim to always get things right, we try our absolute best to deliver on your expectations. If you are unhappy with your experience, it is important for you to let us know so we can find a solution together.
LNIG Hollard has therefore designed a complaint management process to:
- provide you with easy and accessible channels to make us aware of your complaint.
- ensure transparency and fairness when managing your complaint.
- handle complaints in a timely and fair manner and
- identify opportunities for improving customer satisfaction through the continual review of our processes, systems, products, communication, and services.
This process ensures that your complaint will be effectively managed and that we will continue to implement changes that create value and benefit for our customers.
LNIG Hollard’s commitment to you when managing your complaint
We will:
- register and acknowledge your complaint within two working days of receipt. A policy number should be used when following up on your complaint, where applicable.
- inform you of estimated timelines and next steps in resolving your complaint.
- keep you informed by providing regular progress updates.
- communicate reasons for delays with revised timelines for resolution.
- address your complaint in a fair, transparent, and professional manner throughout the complaints handling process.
- explain the reason for our decision by providing feedback when your complaint has been resolved.
- inform you of other channels and processes to follow should you not be happy with the outcome of our decision.
For LNIG Hollard to assist with your complaint, it is important that you provide us with sufficient information and follow the steps as set out below:
- The name and contact details of the policyholder and the person who is complaining
- The policy or claim reference number applicable to your complaint and
- Full details of your complaint (such as all facts, dates, and applicable supporting documents)
Step 1 - How to complain
To let us know about your complaint, you may use any one of the following channels:
Step 2 – Your option to refer your complaint for external dispute resolution
If the complaint is not resolved to your satisfaction by LNIG Hollard and if you are still unhappy after following Step 1, you may submit your complaint to the Financial Consumer Protection Unit, a department in the Central Bank of Lesotho.
Financial Consumer Protection Unit
Postal address:
The Director
Financial Consumer Protection Unit
P.O. Box 1184
Maseru 100
Contact details:
Tel: (+266) 2223 2000
Email: info@centralbank.org.ls
