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Where Barakat Remit may be deemed solely or jointly responsible for a complaint, it will apply the complaint forwarding rules
If the Firm receives a direct complaint, it will apply the following complaints management process to handle it reasonably and promptly. Barakat Remit will:

• Allow complaints to be made free of charge by eligible and ineligible complainants by any reasonable means;
• Deal with the complaint within three business days (where possible);
• Fully investigate complaints;
• Provide resolution where possible within 15 business days;
• In any case, respond to complaints within 35 business days;
• Recognise complaints as requiring resolution