Complaints
1. HOW TO MAKE A COMPLAINT
A complaint can be made by phone or in writing (post or email). The Complainant shall explain in detail the facts behind the complaint, providing all relevant supporting documentation if applicable.
If sending the complaint by post, it should be sent to the following address:
Imani Wealth Management Ltd Suite 206A, Liberty House
P.O. Box 507288, DIFC Dubai - UAE
For complaints by email, please send to info@imaniwealth.com
For complaints by phone, please call +971 (0) 4 580 9450
2. RESPONSIBLE PERSON FOR COMPLAINTS
The individual responsible for Complaints received at Imani Wealth Management Limited is Mrs. Nirupa Paulraj.
3. PROCESSING TIME FOR COMPLAINTS
Imani Wealth Management Limited will acknowledge the complaint within 3 business days of receipt and will inform the Complainant of the name and contact details of the person handling the complaint.
If the complaint is not resolved within a period of two weeks from the receipt of the complaint, then an interim correspondence informing the customer that the said complaint is in the process of resolution will be sent.
A final written response once approved by the Senior Executive Officer and Compliance Officer & MLRO will be sent to the Complainant no later than one month after receipt of the complaint.
Where a response cannot be provided within the prescribed period of one month, the complainant will be informed of the cause for the delay with an indication of the date by which the investigation will be completed and a final response issued.
If the complainant is not satisfied with the response, then he may seek an appointment with the Senior Executive Officer to seek redressal of his grievance.
4. RECOURSE
While the Firm shall always endeavor to do its best to resolve all complaints, there may be times where a Complainant does not deem the final response received to be satisfactory, In such instances, he/she may approach the DFSA for further resolution of the complaint by writing to them at the following address.
The DFSA, Level 13, The Gate, PO Box 75850, Dubai, UAE or via facsimile +971 (0)4 362 0801
Alternatively, he/she may access the following link on the DFSA portal and follow the instructions given therein: