Globaleye Complaints Procedure
What is a complaint?
By definition, a complaint is an expression of dissatisfaction (oral or written) about the provision of, or failure to provide, a financial service. It alleges how you have suffered (or may suffer):
· financial loss;
· material distress; or
· material inconvenience
Who should a complaint be addressed to?
We ask that in the first instance you address your complaint to the adviser at Globaleye who handles your affairs. Should you prefer to, you can alternatively address it to:
Director of Client Support at 2002 Boulevard Plaza 1, Downtown, Dubai UAE (firstname.lastname@example.org)
Format of complaints
In order to best manage the complaint, we find that putting down your complaint or concerns in a letter is best. You can of course, make your complaint by any method such as e-mail, telephone or in person (for the latter two, an appointment is required).
Investigation of complaints
Where a complaint is received, our Client Support and Compliance units will investigate it. We aim to assess any complaint fairly, consistently and promptly to determine whether it should be upheld and, if so, what remedial action or redress may be appropriate. We shall resolve it at the earliest opportunity with the aim of doing so within 8 weeks of receipt.
Referring complaints to non-Globaleye member firms
If you complain to us but we are satisfied that the complaint really relates to another firm, or that the complaint relates to us and another firm jointly, we will refer the matter on to that firm (so they can consider your complaint). We will do this promptly and tell you what we have done. We will also provide you with the other firm's contact details.
Timescale for initially responding to complaints
We will acknowledge your complaint promptly (generally within 5 business days, although this is likely to be longer due to COVID-19) in writing, and will include written details of our complaints handling procedures. Where we are able to provide a final response immediately, the acknowledgement may be combined with the final response. You will be kept informed of the progress of the investigation.
Final or other response within 8 weeks
We will either send a final response (as described below) within 8 weeks or, at the end of that period, a response explaining that we are not in a position to make a final response, giving reasons for the delay and indicating when we expect to be able to provide a final response.
This will either:
· uphold the complaint and, where appropriate, offer redress or
· reject the complaint and give reasons for doing so.
Using the online form
So that we can respond to you personally, we ask that you provide us with your policy reference number, name, contact details and a clear and factual description of your complaint, suggestion or feedback. All information and queries are dealt with the utmost confidentiality.