Complaints
Tanami addresses any concern or dissatisfaction promptly and impartially, in line with the guidance of the Capital Market Authority (Saudi Arabia) and the Central Bank of Bahrain (Bahrain).
In case of any complaints, please use one of the following methods.
Via written complaint
Address your complaint, by mail or in person, to the Compliance Department of the relevant entity:
- Building 3688, Khurais Branch Street, Secondary No. 6879, Al Rawdah District, Riyadh 13211, Saudi Arabia
- Bahrain Financial Harbour, Secondary No. 505, King Faisal Highway, Manama 312, Bahrain
Via email
Via phone
Submit a verbal complaint by calling:
- +966 11 500 1630
- +973 7799 7780
Tanami Capital B.S.C. (Bahrain)
If the complainant has not received a final response within 30 days, or is dissatisfied with the Company's final response, the complainant may escalate the matter to the Central Bank of Bahrain within 30 calendar days of receiving the final response through either of the following channels:
- Online through the Central Bank of Bahrain's website: cbb.gov.bh
- By email to: complaint@cbb.gov.bh
Tanami Capital for Investment (Saudi Arabia)
If the complainant is dissatisfied with the Company's final response, or if the complaint has not been resolved within 30 days, the complainant may escalate the matter to the Capital Market Authority through any of the following channels:
- By post to: Capital Market Authority, P.O. Box 87171, Riyadh 11642, Kingdom of Saudi Arabia.
- By email to: investors.complaints@cma.org.sa
- By hand delivery to: Al Faisaliyah Tower, 10th Floor, Investors Complaints Department, CMA Head Office, King Fahad Road.
- By phone through the CMA Contact Center on +966 11 2053000.
01 Filing your complaint
Step one. Complaints may be submitted in writing by email, or by telephone, using the contact details above. Written complaints should be addressed to the Compliance Department of the relevant Tanami entity.
On receipt, the Compliance Department will assign a reference number to your complaint.
02 Acknowledging your complaint
Step two. We will confirm receipt of your complaint within three business days. This acknowledgement will include:
- The reference number of the complaint.
- The details of the officer responsible for following up the complaint.
- A summary of the complaint reflecting our understanding of it.
- A request for any additional information, where needed.
03 Resolving your complaint
Step three. We will investigate the complaint and assign one of our officers to handle it, provided that officer has no connection to the matter under complaint. We will seek to reach a resolution within 10 business days of receiving the complaint.
If we are unable to issue a final response within this period, we will provide a written response setting out the reasons and the expected date for resolving the complaint. We will notify you in writing of progress at least once every four weeks until the complaint is resolved. If we receive no contact from you within 15 days of the date of our final response, the complaint will be considered closed.
Within 10 business days
We aim to reach a resolution to your complaint.
Every four weeks
We update you in writing on progress until the matter is resolved.
Within 15 days
The complaint is treated as closed if we hear nothing after our final response.
An independent officer
Your complaint is handled by someone unconnected to the matter raised.
04 Recording your complaint
Step four. Once your complaint has been resolved and closed, the responsible officer will record the complaint and document the actions taken in respect of it in the complaints register.