Customer complaint procedure
We are committed to providing a high standard of customer service. If you are not satisfied with any part of our service, we have procedures in place to deal with your concerns effectively and in the correct way.
If you want to make a complaint, please follow the steps below. Please provide as much relevant information as possible, including your account details, with a summary of your complaint and any action already taken to deal with the issue.
Complaints Handling Procedure
Terms
Comments - status in the Register indicating whether a Complaint is being handled within a
Standard deadline or a Deadline provided by a relevant team.
Complainant - a person filing a complaint to MultiPass.
Complaint - any oral or written expression of dissatisfaction, whether justified or not, from,
or on behalf of, a person about the provision of, or failure to provide, a financial service or a
redress determination, which: alleges that the complainant has suffered (or may suffer)
financial loss, material distress; or material inconvenience; and relates to an activity that has
some connection in marketing or providing financial services.
Complaint description - a short and concise description of a dissatisfaction experienced by
the customer while dealing with MultiPass.
Complaint handler - a designated employee of MultiPass responsible for a complaint handling
process. In case of absence of a Complaint handler ((such an illness or annual leave) the duties
of a Complaint handler should be performed by a Support team member.
Complaint Receiving Date - the date when a Complaint is received from a customer by
MultiPass employee.
Complaint Status - a description of any action performed within a process of complaint
handling.
Customer name - a name of a customer filing a complaint.
Extended Deadline to resolve a Complaint - up to 15 business days starting from the date of
receival of a Complaint in case of complex or difficult complaints, however, it is envisaged
that most complaints should be resolved within the 10-business day deadline. The Standard
Deadline to resolve a Complaint may be extended up to 15 business within 10-business day
deadline. In case the Standard Deadline to resolve a Complaint is extended the Complainant
should be notified.
Final response - a set of findings of full investigation of the matters giving rise to the complaint
and MultiPass view of whether the complaint should be upheld or not and if so what remedial
action and/or redress we feel is appropriate.
Onboarding Date - the date of a start of relations between MultiPass and a customer. An
onboarding date may be found in Crassula in a profile of a relevant Customer -> Accounts ->
first account's creation date.
Register - MultiPass complaint's register.
Regulatory risk - the risk of MultiPass may be put in a position that it will violate any relevant
laws and regulations.
Remarks - a short statement that includes a substance of a complaint on the moment of
creation a log in the Register / any important condition needed for the complaint handling.
Reputation/Financial risk - the risk of situation where MultiPass reputation may be
jeopardized and / or MultiPass may suffer damages.
Risk rating -a customer risk level identified upon onboarding or annual / event triggered due
diligence process. A risk level may be found in a profile of a relevant Customer in BackOffice
-> Internal information - > Registration data -> Risk group.
Standard Deadline to resolve a Complaint - 10 business days starting from the date of
receival of a Complaint.
Receiving complaints
-
In case a relevant team of MultiPass receives a complaint regarding MultiPass and/or
its activity he should immediately refer a complaint to a Complaint handler. -
An employee referring a complaint to the Complaint handler should indicate the name
of a complaining customer, the date a customer has filed a complaint, the subject
matter of a complaint, employees' names involved in the case, amounts that claimed
by a customer (if any), a justification of complaints provided by the customer, a
comment of an employee referring a complaint describing the circumstances
pertaining to the case. -
Once a Complaint is received by a Complaint handler it should be registered in the
Register. In the Register a Complaint handler should open a case by indicating
Complaint Receiving Date, Standard Deadline to resolve a Complaint, Extended
Deadline to resolve a Complaint, Comments, Customer name, Onboarding Date, Risk
rating, Complaint description, Amount involved, Complainant, Regulatory risk,
Reputation/Financial risk, Complaint's handler's name, Remarks, Complaint Status,
Link to documents. -
Complaint handler should create a folder for a particular Complaint in the directory
for Complaints in SharePoint. All the documents related to the Complaint and its
subject matter, as well as to its investigation and decision making should be stored in
that folder. Documents in a folder should be maintained for 5 years. A link to a folder
should be mentioned in the Register's column named "Link to Documents".
First response
-
Within 3 business days the Complaint handler should prepare a draft a first response
which should consist of a written acknowledgement which should reassure the
Complainant that his complaint is received and MultiPass is dealing with it. A text of a
first response should include:- the contact details of a Complaint handler;
- key particulars of the handling procedures;
- a statement that a copy of the procedures is available free of charge upon request;
- consider the subject matter of the Complaint.
The text of a first response should be sent to the Support Department that will
communicate the first response to the Complainant.
-
Before the draft of the first response is sent to the Support Department the Complaint
handler should assess the complaint fairly and consistently. In case it is clear on this
stage of complaint handling that the complaint is complex or difficult, the Complaint
handler should set an Extended Deadline to resolve a Complaint. The factors which
may trigger (including, but not limited) are the following:- Temporary absence (such an illness or annual leave) of an employee involved
in the case and which participation is crucial for investigation of a case and for
decision making. - Circumstances which do not depend on MultiPass or employees, such as
waiting for documents, actions or information which are needed to investigate
a case or take a decision from third parties. - The complaint relates to the process which is going on and the decision in the
case may be made only upon its completion. - The amount of information, documents and/or parties in the case is so big that
it does not allow to decide and send a Final response to the Complainant.
- Temporary absence (such an illness or annual leave) of an employee involved
-
If a Standard Deadline to resolve a Complaint is extended for up to 35 business dates
on any stage of a Complaint handling such a decision should be communicated to the
Complainant.
Investigation
-
Regardless of circumstances mentioned in the previous point, the Complaint handler
should identify relevant Departments and employees of MultiPass involved in the case
and make an inquiry to them in order to find all the circumstances out, as well as
receive clarifications regarding the subject matter of the complaint and analyze them. -
In case the clarifications asked from relevant employees are not received within 3
business days, a meeting on a relevant Complaint with participation of all involved
employees should be scheduled by Complaint handler. -
In case it is not possible to analyze all the circumstances in a case due to a lack of
documents, information or in case the complaint is not clear, the Complaint handler
may ask the Complainant to provide additional documents, information and/or
clarification of subject matter of a Complaint. In this case the Standard Deadline to
resolve a Complaint should be counted from the date when MultiPass receives the
response from the Complainant. -
While conducting an analysis Complaint handler should utilize information and
documents available in public sources, official registers, MultiPass databases and
clarifications of employees. -
After performed analysis of a Complaint's details, clarifications and circumstances
pertaining to the case, the Complaint handler should prepare a summary of case and
options for the decisions which could be taken in a case.
Decision making
-
Complaint handler should identify a relevant employee who is empowered to decide
in each case and send a summary of a case to him setting deadlines to make a decision.
If a decision should be made collectively a summary of a case with options available
for the decision should be sent to all parties involved. In case there are more than 3
employees involved in a case a Complaint handling meeting should be scheduled to
take a decision. Such a meeting may be held in person or remotely. The decision of
the Complaint handling meeting should be documented by the Complaint handler. -
An employee who is empowered to decide on a particular complaint after receival of
a Complaint summary from Complaint handler should send his decision on a particular
complaint to a Complaint handler within 3 business days. In case an employee who is
empowered to decide does not send its decision within 3 business days a Complaint
handling meeting should be scheduled in order to take a decision. -
An employee who is empowered to decide on a particular complaint or a Complaint
handling meeting should take a decision whether:- The complaint should be upheld in full.
- The complaint should be upheld partially.
- The complaint should be rejected, if so what remedial action and/or redress MultiPass
feels is appropriate if any.
Final Response
- Final response letter to the Complainant should contain the following:
- Short summary of the case.
- Findings of investigation.
- Decision taken supported by justification.
- Clear terms of redress, if applicable.
In case a Complaint is rejected or partially upheld it should contain the information about the
rights of Complainant in case they are unsatisfied with the decision to contact the DIFC Court
(https://www.difccourts.ae).
Other
- MultiPass must maintain a record of all Complaints made against it for a minimum period of six years from the date of receipt of a Complaint.
- MultiPass must put in place adequate systems and controls in order for it to identify and remedy any recurring or systemic problems identified from Complaints.
- MultiPass should consider whether it is required to notify the DFSA, of any recurring or systemic problems identified from Complaints.
Complaint registration form
Complaint registration form - Download