Komainu MEA FZE (“KMEA”) believes the best way to build and to maintain trust is to conduct every element of our business according to the highest standards of integrity, and we are committed to delivering excellent service to our clients.
We are aware, however, that there may be instances where you are dissatisfied with the service that has been provided. The below outlines the process for submitting complaints, and provides an overview of KMEA’s procedures for the handling and resolution of complaints.
In accordance with our commitment to delivering excellent service to our clients, alongside our legal and regulatory requirements, we will endeavour to:
- acknowledge and respond to your complaint
- handle your complaint transparently, competently, diligently, and impartially
- keep you informed of our progress in addressing your concerns
- explain our assessment of your complaint
- where applicable, if you remain dissatisfied, refer you to regulatory or other competent authorities who may review your complaint.
How to Make a Complaint
A complaint is (except where otherwise required by applicable law) an expression of dissatisfaction related to KMEA’s products, services, staff, or our handling of a complaint, where the complainant has allegedly suffered material distress, inconvenience or financial loss.
A complaint will be considered to be made as of the date such complaint is raised or received, in each case by a client pursuant to these Complaints Procedures, as follows:
- directly through a sales or relationship contact
- to the Compliance Department: (i) by email at compliance@komainu.com; or (ii) in writing, addressed to “Komainu Compliance” at: Komainu MEA FZE, Floor 1, The Offices 4 – One Central, Dubai World Trade Centre
Please include the following information with the making of any complaint:
- your name and contact details
- your account name
- a clear and detailed description of the complaint
- any available documentation relating to the complaint
You may also complete and submit a Complaint Form, which can be accessed here.
If immediate resolution is not possible, further investigation may be required, and additional information may be requested from you.
Complaint Handling
KMEA is committed to handling complaints fairly and efficiently, and will:
- acknowledge receipt of a complaint within one (1) week of the complaint being made; and
- aim to resolve all complaints within four (4) weeks of the complaint being made.
Where extraordinary circumstances prevent resolution of a complaint within such four (4) week period, KMEA will provide an update on the status of the complaint and explain the extraordinary circumstances delaying the resolution within the four (4) week period, and ultimately resolve the complaint no later than eight (8) weeks from the date the complaint was made.
KMEA endeavours to resolve complaints received by the provision of a ‘final’ response which:
- accepts the complaint and offers some form of redress
- neither accepts nor rejects the complaint, but offers some form of redress
- rejects the complaint (with supporting reasons therefor)
Where complaints relating to KMEAs services involve third-party entities, Komainu will facilitate the handling of such complaints between its clients and the relevant third-party entities. KMEA will remain responsible for the resolution of such complaints.
KMEA does not impose any fees or charges for the submission or handling of any complaints.
Recordkeeping of Complaints
KMEA maintains records of all client complaints received, the actions taken in response to those complaints, and their resolution.
Complaints, actions taken, and resolutions are recorded and retained for at least 8 years in accordance with KMEA’s internal record-keeping procedures and applicable regulatory requirements.