سياسة التعامل مع الشكاوى

PRYPCO FZE is committed to a fair, transparent, and efficient approach to handling customer complaints. The company’s procedures ensure that all complaints are acknowledged, investigated, and resolved within clear timelines, while keeping customers informed throughout the process. These guidelines also outline the roles, responsibilities, and documentation standards for maintaining accountability and continuous improvement.

Acknowledgement of Complaints

PRYPCO FZE ensures that all complaints are promptly acknowledged and that customers are supported if they require assistance in submitting a complaint. There are no fees or charges imposed for lodging or handling complaints.

Procedures Implemented by PRYPCO FZE:

• Acknowledgement Timeline: Acknowledge all complaints within one (1) week of receipt. This acknowledgement can be provided via automated email at a minimum.

• Customer Assistance: If a customer requires help in making a complaint, provide reasonable and timely assistance to ensure their concerns are submitted accurately and promptly.

Actions Taken by PRYPCO FZE:

• Acknowledgement Content: The acknowledgement to the complainant must:

  • Confirm receipt of the complaint.

  • Indicate that a response or update will be provided within four (4) weeks.

  • Provide the name, title, and contact details of the agent handling the complaint.

• Extraordinary Circumstances: If a complaint cannot be resolved within four (4) weeks, provide an update explaining the delay and resolve the complaint no later than eight (8) weeks from the original submission date.

• Complaints Log: Complete a Complaints Log (as per the Appendix) within four (4) weeks of receipt and record it in the Complaints Register held by PRYPCO FZE.

Investigation Procedures

PRYPCO FZE’s investigation procedures ensure a structured, comprehensive, and timely approach to resolving complaints. Clear timelines, defined roles, and thorough documentation support transparency, fairness, and regulatory compliance.

Timelines for Each Stage of the Investigation:

• Receipt of Complaint: Complaint received by email or Support chat. Acknowledge within 1 week.

• Acknowledgement: Send an acknowledgement email to the complainant within 1 week of receipt, providing confirmation of receipt, contact details of the responsible agent, and a 4-week response timeframe.

• Initial Review: The Independent Customer Service Complaints Officer reviews the complaint within 1 week of acknowledgement.

• Detailed Investigation: Complete a comprehensive investigation, including interviews and document reviews, within 4 weeks of receiving the complaint.

• Interim Update: If the investigation extends beyond 4 weeks, provide an update to the complainant by the end of the 4th week explaining the delay.

• Final Response: Send a written response outlining findings and resolution no later than 8 weeks from the complaint’s receipt.

Roles and Responsibilities:

• Compliance Officer:

  • Oversees the entire complaints process.

  • Ensures compliance with regulatory requirements.

  • Reviews and approves final investigation reports.

• Customer Service Complaints Officer:

  • Performs the initial review and conducts the detailed investigation.

  • Prepares investigation reports and drafts responses to complainants.

• Business Unit Director:

  • Assists in complex cases.

  • Provides necessary information for investigations.

  • Reviews and concurs with complaint closures.

• Board of Directors:

  • Oversees overall effectiveness of the complaints handling process.

  • Reviews quarterly Management Information reports on complaints.

Documentation and Reporting:

• Investigation File: Created by the Compliance Officer for each complaint, containing all related details and documents.

• Complaints Register: Maintained by the Customer Service Complaints Officer, noting all actions taken and the final resolution for each complaint.

• Final Report: Prepared by the Customer Service Complaints Officer and approved by the Compliance Officer, summarising the findings and resolution.

• Management Information Report: Provided quarterly to the Board of Directors, including the number, type, and outcomes of complaints, and identifying any recurring issues that may require systemic changes.

Independent Review and Investigation of Complaints

PRYPCO FZE ensures that complaints are handled impartially, effectively, and with full consideration of their nature and potential impact. By designating an independent Customer Service Officer who is not involved in the matter at hand, PRYPCO FZE safeguards the integrity and fairness of the complaint resolution process. This officer collaborates with the relevant Business Unit representative, if applicable, to communicate with the complainant, review the complaint thoroughly, and determine whether it can be resolved immediately or requires escalation.

Procedures Implemented by PRYPCO FZE:

• Independent Assignment: Appoint a Customer Service Officer who has not participated in the events leading to the complaint.

• Cross-Functional Review: Involve other departments as needed to ensure a comprehensive response.

• Timely, High-Quality Response: Evaluate each complaint promptly to decide on immediate resolution or further escalation.

Actions Taken by PRYPCO FZE:

• Fair and Impartial Investigations: All complaints are investigated diligently, ensuring responses are unbiased, timely, and clearly explain whether the complaint is upheld, along with any remedial or corrective actions.

• Systemic Analysis: Compare the complaint with past similar issues and redress measures to identify patterns, remedy recurring problems, and enhance processes.

Complex Cases and Specialist Involvement

The Business Unit Director or Compliance Officer may designate certain complaints as complex, requiring more extensive research and possibly the involvement of subject matter experts. Complex cases may be reviewed by a senior specialist or Department Leader to ensure comprehensive fact-finding and informed decision-making.

Procedures Implemented by PRYPCO FZE:

• Complex Case Designation: The Business Unit Director or Compliance Officer classifies a complaint as complex when it involves intricate issues, extensive documentation, or multiple departments.

• Thorough Review: Complex cases involve gathering all pertinent information for an in-depth analysis and are managed by experienced personnel.

Actions Taken by PRYPCO FZE:

• Specialist Consultation: Engage senior specialists and Department Leaders for guidance and support.

• Enhanced Due Diligence: Collect and review all relevant data to facilitate a well-founded resolution.

GDPR and Data Privacy Complaints

For complaints involving the General Data Protection Regulation (GDPR), the commencement date is the date the email or letter is received. PRYPCO FZE must respond within four (4) weeks of receipt. Such complaints are explicitly marked in the Complaints Log, including start and response dates. All data privacy complaints must be immediately directed to the Data Protection Officer and reported to VARA.

Procedures Implemented by PRYPCO FZE:

• GDPR-Specific Tracking: Identify and record GDPR-related complaints distinctly in the Complaints Log.

• Timely Response: Ensure a four (4)-week response timeframe for GDPR complaints.

• Regulatory Reporting: Notify the Data Protection Officer promptly and report to VARA as required.

Actions Taken by PRYPCO FZE:

• Special Handling: Fast-track GDPR complaints to meet stringent response deadlines and regulatory expectations.

• Data Protection Oversight: The Data Protection Officer oversees these complaints, ensuring compliance and appropriate redress.

Criteria for Complaint Assessment

PRYPCO FZE evaluates complaints based on their nature, severity, impact on the customer, frequency of similar issues, and the appropriate escalation thresholds. This structured approach ensures that each complaint receives the level of attention and resources it warrants.

Nature of the Complaint:

• Service Issues: Dissatisfaction with service quality, delays, or errors.

• Behavioural Issues: Inappropriate staff conduct or breaches of company policies.

• Legal/Regulatory Issues: Potential violations of laws, regulations, or contracts.

Severity of the Complaint:

• Minor: Easily resolved with minimal impact.

• Moderate: Requires more extensive investigation and could cause inconvenience or dissatisfaction.

• Severe: Involves significant service failures, possible legal breaches, or substantial harm.

Impact on the Customer:

• Financial Impact: Monetary loss or damage.

• Reputational Impact: Harm to the customer’s reputation, especially if made public.

• Operational Impact: Disruption to the customer’s operations or services.

Frequency of Similar Complaints:

• Isolated Incident: One-time occurrence, not indicating a broader problem.

• Recurring Issues: Multiple similar complaints, suggesting systemic issues needing prompt corrective action.

Thresholds for Escalation:

• Immediate Escalation: Legal/regulatory breaches, litigation risks, or involvement of senior management/Board members.

• After Initial Review: Complaints requiring input from multiple departments or third parties.

• Periodic Review: Recurring issues that indicate persistent underlying problems.

Complaints Involving Third-Party Entities

When a complaint involves a third-party entity, PRYPCO FZE logs it clearly, notifies the third party within fourteen (14) business days, and establishes a communication channel for cooperation. A joint investigation may be conducted, but PRYPCO FZE maintains ultimate responsibility for ensuring a satisfactory resolution for the client.

Procedures Implemented by PRYPCO FZE:

• Clear Documentation: Mark complaints involving third parties distinctly in the Complaints Log.

• Timely Notification: Inform the third party promptly and initiate a collaborative resolution process.

Actions Taken by PRYPCO FZE:

• Joint Investigation: Work with the third party to identify the root cause and remedies.

• Accountability: PRYPCO FZE remains accountable for final resolution and client satisfaction.

In handling complaints, PRYPCO FZE will take reasonable steps to identify and address any recurring or systemic issues. This includes analysing the causes of complaints to identify common root causes, considering whether these root causes may affect other processes, services, or products, and implementing corrective measures as needed.

The Head of Operation will provide quarterly Management Information reports to the Board of Directors, detailing complaint levels and types. The Board will monitor and allocate resources to ensure the complaints handling process is effective and continuously improved.