In line with current legislation, Rio Bravo Investments has an Ombudsman’s Office within its organizational structure. This office was created to serve as a communication channel between Rio Bravo and its clients; it is used as a last resort to resolve claims that could not be settled through Rio Bravo’s other client service channels (“CONTACT US” tab).
Rio Bravo’s Ombudsman’s Office is responsible for:
a) receiving, recording, fact-finding, analyzing, and formally and appropriately handling any claims by Rio Bravo’s clients and users of products and services that were not settled through the ordinary channels;
b) providing any necessary clarifications and advising claimants on the progress of their claims and the measures taken;
c) advising claimants of the projected timeline for final resolution, which may not exceed 10 (ten) business days (this time limit may be justifiably extended once); and
d) forwarding the conclusive resolution to the claim within the above timeframe.
Rio Bravo believes that its Ombudsman’s Office is an important tool for mapping its activities and maintaining its high standards for service provision.
For more information, view Rio Bravo’s Ombudsman’s Office Policy here.