Complaints Policy

How to make a complaint

The purpose of SFBF is to support the integrity, accuracy and reliability of STIBOR, and any other local or regionally relevant future benchmark(s), for the benefit of all users of the benchmark(s) and reliant market participants. It aims to fulfill its purpose without creating cause for complaints by its customers, market participants, end users or the broad stakeholder community. However, SFBF understands and accepts that at times its actions may impact on its customers and others in a way that may lead to informal and/or formal complaints.  

SFBF takes all complaints seriously and has implemented this Complaints Handling Procedure to deal with these issues in the best interests of business improvement, and efficiency. 

SFBF will strive to do the following in regards to each complaint;

1. We will listen to the complaint. We will accept ownership of the problem. We will thank the complainant for bringing the problem to our attention.
2. All complainants will receive a letter of acknowledgement with each complaint they make.
3. We will be understanding. We understand that the individual is complaining about our business and has gone out of their way to complain. We will take responsibility for resolving the problem.
4. We will record and detail the complaint so we understand clearly what the problem is and how we can explain it to others who may be able to resolve it.
5. We will discuss options to resolve the problem if we can immediately.
6. We will let the complainant know when we will be able to get back to them with a resolution or answer to their complaint.
7. We will keep our promises in regards to resolutions that we put in place.
8. We will follow up with the complainant to make sure that they are happy with how their complaint was handled.
9. If possible we will let the complainant know what steps we have put in place to make sure similar problems do not happen again.