This Complaint Handling Policy describes how clients can raise complaints about METRA’s services and how METRA will acknowledge, investigate and respond to such complaints in a fair and timely manner.
Submitting a Complaint
Clients may submit complaints via the contact channels set out on the METRA website or within client documentation, including dedicated support or complaints email addresses.
Complaints should include sufficient detail to allow identification of the client, the relevant account, the issue raised and any supporting information.
Where appropriate, clients may also raise complaints through their relationship manager or other designated point of contact.
Acknowledgement and Timelines
METRA will acknowledge receipt of complaints within a reasonable time frame, indicating the next steps and expected timelines for a response.
Complex cases may require additional time to investigate; in such instances, METRA will provide updates on progress at appropriate intervals.
Responses will aim to address the issues raised, explain findings and set out any remedial steps or options available to the client.
Investigation and Fair Treatment
Complaints will be handled in an objective and impartial manner, with due consideration of all relevant information.
Where necessary, matters may be escalated to senior management or specialist functions such as Compliance or Legal.
METRA is committed to treating clients fairly and to using complaint outcomes to enhance its products, services and controls.
Escalation and External Avenues
If a client is dissatisfied with the outcome of a complaint, they may request further review or escalation within METRA.
Where applicable, clients may also have the right to escalate matters to relevant regulatory or dispute resolution bodies, as set out in local rules and client documentation.
