WealthAxis Advisory FZ-LLC (“WealthAxis”) is dedicated to treating all complaints in a fair, transparent, objective, and timely manner. Complaints are recognized as a critical tool for accountability and improvement. All complaints are taken seriously, irrespective of their complexity and financial value. Complainants are protected against discrimination, retaliation, or disadvantage. The complaint process is designed to ensure procedural fairness, consistency, and regulatory compliance. Complaints are assessed objectively and professionally. Effective resolution is sought without compromising on standards.
Complaints can be filed using official communication channels. Complaints can be in writing, electronic, or verbal form, and verbal complaints will be recorded internally. Enough information should be given to facilitate proper review. Complaints can be filed by authorized representatives pending verification. Anonymous complaints can be considered at the discretion of the Company. Legal representation is not required. Additional information may be requested by WealthAxis if necessary. Insufficient information may lead to delays in resolution. Filing a complaint does not waive legal or contractual rights.
WealthAxis has a formal complaints handling procedure that includes acknowledgment, investigation, evaluation, and resolution of complaints. Complaints are maintained in a common register. Investigations are allocated to suitable personnel who have the necessary authority and independence. Relevant records and communications are carefully examined. Investigations are proportionate and conducted in an objective manner. Corrective steps can be identified, if necessary.
Complaints are acknowledged within three (3) business days, unless there are exceptional circumstances. Acknowledgment of the complaint is an indication that the complaint has been received and recorded, and does not constitute liability. The timelines for the next course of action may be provided. Delays, if any, may be justified. Reference numbers may be allocated.
Complaints are investigated by compliance professionals or executive management, depending on the nature and level of severity. Investigators should not have any conflict of interest. Evidence-based investigations are confidential and proportionate. External specialists may be consulted if necessary. Investigations are carried out with due diligence and without unnecessary delay. Results are recorded in an objective manner, and integrity of the investigation is required.
WealthAxis aims to resolve complaints within a reasonable time frame. Results are communicated in writing, stating the results, conclusions, and any necessary actions. The resolution of a complaint does not constitute an admission of liability unless otherwise specified. Partially resolved or denied complaints are clearly stated. The communication is professional and respectful. Escalation procedures are offered, if applicable.
Clients who are not satisfied with the response to their complaint can request escalation of the complaint. Escalated complaints are assessed by senior management or an independent function. There is no penalty for escalation. New evidence can be submitted, and final decisions can be reassessed. Final decisions are communicated clearly. Escalation of complaints does not limit external remedies.
All complaints are treated on a confidential basis. The information is shared only with authorized personnel, as may be required by law. The information is stored in a secure manner with restricted access. The identity of the complainant is protected wherever possible. Breaches of confidentiality are taken seriously and are still applicable even after the complaint has been resolved.
It is strictly prohibited to retaliate against good-faith complainants. The complaint does not impact service quality and availability. It is a disciplinary offense to retaliate. Protection is independent of the outcome and covers whistleblowing complaints.
Complaint records are kept, including submissions, investigations, and correspondence. Retention of records complies with legal requirements. Complaint records can be reviewed by regulators. Secure storage and restricted access apply.
Complaints are analyzed to find trends and areas for improvement. Root cause analysis may also be performed. Policies, processes, and training may be improved based on the findings. Complaint data is reviewed periodically by management to improve governance and risk management.
This Policy is reviewed periodically for effectiveness and regulatory alignment. Amendments require management approval. Updated versions supersede prior versions. Material changes are communicated appropriately.
Complaint handling does not give rise to any new contractual obligations or be considered an admission of liability unless otherwise specified. Remedies are limited to those available under the law and contract. Legal defenses are not affected.
This Policy shall be governed by the laws of the United Arab Emirates. Any disputes will fall within the jurisdiction of the UAE unless otherwise required by law.
By using WealthAxis or by filing a complaint, clients agree to and accept this Policy. Implied consent arises from participation. Rights under law are unaffected. Binding effect is to the extent permitted by law.
