Complaints Handling
Fajr Capital Asset Management Limited (FCAM) is committed to treating our Clients fairly and resolving any concerns quickly and transparently. FCAM’s approach follows the DFSA Rulebook General Module Chapter 9 which sets out how Authorised Firms must handle complaints. This summary is designed to give Clients clear visibility of how we handle complaints and the rights available to you as a Client of FCAM.
What is a complaint?
A complaint is any expression of dissatisfaction a Client of FCAM shares with us about a Financial Service performed by FCAM. You can complain in any way that suits you including email, phone or in person. If you give us feedback that could become a complaint, we will help you set it out clearly, so we can address it properly.
How to raise a complaint?
You can submit a complaint at any time through your usual FCAM contact or by email complaints@fajrcapital.com. Please include your name, contact details and a short description of the issue. If your concern relates to a sensitive matter such as potential financial crime, it will be handled in line with our AML and compliance processes.
Next steps
Once we receive your complaint, we will acknowledge it within seven Business Days. This first response will confirm who is handling your complaint and explain the next steps. We will look into the matter independently and fairly. The review will be carried out independently by someone who was not involved in the issue.
Timelines
We aim to resolve complaints as soon as possible. We will keep you updated throughout. If we need more than 30 days, we will tell you why and let you know when you can expect a final response. Except in exceptional circumstances, we will send you a final written response within 60 days.
What our final response includes
Our final response will explain what we determined. It will tell you whether your complaint has been upheld, partially upheld or not upheld. If we agree that something went wrong, we will also explain what we are doing to rectify the issue. If you remain unhappy, you can seek independent advice or you may raise the matter with the DFSA through its online portal.
Record keeping and monitoring
We keep all complaints records for at least six years and review complaints data to identify themes or areas for improvement. This helps us improve our services and remain aligned with regulatory requirements.
Access to full policy
Clients of FCAM may request a full copy of our Complaints Handling Policy at any time and we will provide it free of charge.
Note:
All times are from the date we become aware of the complaint.
Business Day means a day other than a Saturday or Sunday or public holiday in the UAE on which banks are open for general commercial business.
