Complaints Procedure

Hament Advisory is committed to handling every complaint fairly, promptly, and transparently. If our service has fallen short of your expectations, we want to hear from you so we can put it right and improve. We accept complaints in English or Swahili.

You can submit a complaint by email to [email protected], by phone on +255 749 915 615, or by post to Hament Advisory Limited, Mwenge Mpakani, Kijitonyama, Kinondoni, Dar es Salaam, 14113, Tanzania.

Please include your name, contact details, account reference, a clear description of the issue, when it occurred, and what outcome you are seeking. This helps us investigate and resolve your complaint as quickly as possible.

We follow a clear four-stage process for every complaint we receive:

1. Acknowledgement within 2 business days — we confirm receipt of your complaint and assign a case reference.
2. Investigation within 10 business days — the Head of Compliance reviews your complaint, the relevant records, and any communications with our team.
3. Substantive response within 20 business days — we issue a written response setting out our findings, our position, and any proposed resolution.
4. Final resolution within 40 business days — if additional investigation is required, we keep you informed in writing and aim to fully resolve within 40 business days of receipt.

If our final response does not resolve your complaint to your satisfaction, you have the right to escalate the matter to the relevant regulator in the jurisdiction where the service was provided:

• For Hament Advisory Limited (Tanzania) — the Capital Markets and Securities Authority (CMSA), at www.cmsa.go.tz.
• For data protection matters in Tanzania — the Personal Data Protection Commission, at pdpc.go.tz.
• For Hament Advisory Holdings Ltd (BVI) — the BVI Financial Services Commission, at www.bvifsc.vg.

We maintain a complaints register for a minimum of seven years in accordance with Tanzanian regulatory requirements. Your complaint will be handled in strict confidence, and only those team members directly involved in investigating and resolving the matter will have access to the file. For full details on how we handle your information, please see our Privacy Policy.