Version: 1.0
Date: :14 March 2025

 

1. Definitions

Business Day: A day when Homecubes conducts business operations, Monday to Friday, 9 a.m. to 6 p.m. UAE time, excluding weekends and public holidays.

Complaint: Any expression of dissatisfaction, whether oral or written, about Homecubes’ provision of, or failure to provide, financial services or products.

Complainant: Any individual or entity submitting a formal complaint.

Final Response: A written response from Homecubes stating that it is the final decision on the complaint.

Staff: All Homecubes directors, officers, agents, employees, temporary workers, interns, consultants, contractors, and vendors working for or on behalf of Homecubes.

Homecubes: Refers to Homecubes Management FZE and all affiliated entities.

 

2. Introduction

This procedure outlines Homecubes’ approach to handling and resolving complaints efficiently, fairly, and transparently. It applies to all staff and stakeholders.

Homecubes treats all complaints confidentially and will make reasonable efforts to resolve them in a timely and fair manner.

 

3. Scope

This procedure ensures a structured approach to complaint management, ensuring fairness, transparency, and consistency in handling all complaints.

 

4. Complaint Submission, Assessment, and Processing

4.1 Complaint Submission

Complaints can be submitted via:

• Email: complaints@homecubes.com
• Website: Homecubes’ official complaint submission form
• Mail: Chief Compliance Officer, Homecubes Management FZE, Dubai World Trade Centre, Sheikh Rashid Tower, Level 5, Office SRT-FLR05-05.03, Dubai, UAE
• Phone: Complaints made via phone will be documented, and complainants will be requested to submit a written complaint for formal processing.

Homecubes does not charge any fees for submitting or handling complaints.

 

4.2 Complaint Content

Complaints must include:

• Full name
• Contact details
• Client account number (if applicable)
• Date and time of the issue
• Detailed issue description
• Supporting evidence

All complaints are recorded in the internal Complaint Register and assigned a unique reference number.

 

4.3 Acknowledgement

An acknowledgment will be sent within one week of receiving the complaint, providing:

• Contact details of the responsible handling officer
• Unique complaint reference number
• Overview of the resolution process

 

5. Resolution

Homecubes aims to resolve all complaints within four weeks. If an exceptional delay occurs, the complainant will be informed, and the issue will be resolved within eight weeks at the latest.

 

5.1 Written Resolution

Once an investigation is completed, the complainant will receive a formal response outlining:

• Investigation findings
• Final decision with reasoning
• Redress terms, if applicable (valid for seven days from issuance)

 

5.2 Record Keeping

All complaint records will be retained for eight years and include:

• Complaint details
• Resolution actions
• Communication records

 

6. Complaints Involving Third Parties

If a third party is partially or fully responsible for a complaint, Homecubes may refer the complaint while maintaining overall responsibility. The complainant will be informed of:

• The reason for referral
• The third-party contact details handling the complaint
• Ongoing updates from Homecubes

 

7. Disputing the Resolution

If dissatisfied with Homecubes’ final response, complainants may:

 

7.1 Escalate to a Regulatory Authority

Complaints can be referred to the relevant regulatory authority for further review.

 

7.2 Arbitration

Legal proceedings or arbitration in the Dubai courts may be pursued where applicable.

 

8. Root Cause Analysis

Homecubes will conduct periodic reviews of complaints to identify root causes and improve internal policies and processes.

 

9. Appendix 1 – Complaint Form

Date of Complaint: _______________________

Recipient of Complaint: _______________________

Mode of Complaint (Email/Phone/Mail): _______________________

Name of Complainant: _______________________

Contact Details: _______________________

Details of Complaint: _______________________

Actions Taken to Resolve Complaint: _______________________

Resolution Provided: _______________________

Compensation Amount (if applicable): _______________________

Resolved By: _______________________

Date: _______________________