Emaan Investments

Complaints Policy

At Emaan Investments, we are committed to providing high-quality services. We value feedback from our customers, and we take any concerns or complaints seriously. This Complaints Policy outlines how we handle complaints and our commitment to resolving issues in a fair and timely manner.

1. What Constitutes a Complaint?

A complaint is any expression of dissatisfaction about our products, services, or the conduct of our staff, which requires a response.

2. How to Make a Complaint

If you wish to make a complaint, we encourage you to do so as soon as possible so that we can address it promptly. You can submit your complaint via the following methods:

When submitting a complaint, please provide the following information to help us investigate your issue:

  • Your contact details (name, email, phone number)
  • A detailed description of the issue
  • Any supporting documents or evidence (e.g., receipts, screenshots)

3. How We Handle Complaints

Once we receive your complaint, we will acknowledge receipt within, 2-3 business days. We will then follow a process to investigate and resolve the complaint:

  • Initial Review: We will review the complaint to understand the issue and determine the appropriate course of action.
  • Investigation: We will gather all relevant information, including reviewing internal records, speaking with the relevant staff, and considering your concerns.
  • Resolution: We will provide you with a clear response, which may include an explanation, an apology, or steps we will take to rectify the situation.
  • Feedback: If the complaint involves a mistake or error on our part, we will take appropriate steps to ensure the issue does not recur.

4. Timeframe for Resolving Complaints

We aim to resolve complaints as quickly as possible. In most cases, we will resolve the issue within 10-14 business days.  If the complaint is complex and requires additional time for investigation, we will keep you informed about the status and the expected timeframe for resolution.

5. Escalation Process

If you are not satisfied with our initial response or resolution, you may escalate the complaint to a senior manager or director. You can do so by contacting us via the same communication methods listed above and stating that you wish to escalate the complaint.

6. Confidentiality

All complaints will be handled confidentially. Your personal information and details of your complaint will only be shared with the necessary parties involved in resolving the issue. We will not disclose your personal information to third parties without your consent unless required by law.

7. No Retaliation

We value your feedback and are committed to treating all complaints fairly and professionally. We will not retaliate against any individual for making a complaint, and you will not face any negative consequences for expressing your concerns.

8. Feedback and Continuous Improvement

We view complaints as an opportunity to improve our services. After a complaint is resolved, we may ask for feedback to ensure the process met your expectations and to help us make any necessary improvements to our operations.

9. Contact Us

If you have any questions about this Complaints Policy or need assistance submitting a complaint, please contact us using the following details:

 

Emaan Investments

[email protected]

020 3488 2916