Complaints Register

SUMMARY OF THE PROCEDURES FOR COMPLAINTS FOR BMS MASAOOD INSURANCE LLC OPC

We regard a complaint as being:

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, which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience.

On receipt of a complaint, we will pass the details onto Rajiv Shah, CFO, who will be responsible for ensuring that any complaint will be dealt with promptly and fairly.

Making a Complaint

If you wish to make a complaint, we can be contacted as follows:

Rajiv Shah

CFO

BMS Masaood Insurance LLC OPC, 704 Old Nissan Showroom Building, Najda Street, Abu Dhabi, UAE

111566
97126761939
rajiv.shah@bmsmasaood.com

Acknowledging your Complaint

If your complaint cannot be resolved within 5 working days, following its receipt, we will send you a written acknowledgment of your complaint.

If you make an oral complaint, our written acknowledgement will set out our understanding of your complaint.

If we have reasonable grounds to be satisfied that another firm may be solely or jointly responsible for the allegation(s) made, we will promptly forward the complaint, or the relevant part of it, to that firm. We will write to you to confirm our actions and provide contact details of the firm concerned.

Investigating your Complaint

Your complaint will be investigated by somebody who is competent and as far as is possible by an individual who is unconnected to the subject of your complaint.

Your complaint will be investigated diligently and will be assessed fairly, consistently and promptly.

We may ask you to submit copies of documentation and may request further information from you to assist us with our investigation. We will take into account any documents and/or information you may provide in relation to your complaint.

Keeping you Informed

If your complaint cannot be resolved within 5 working days, following its receipt, we will ensure that you
are regularly kept informed of our progress with regards to the investigation into your complaint.

Any progress updates will include:

The reasons for any delay

What further information / documents we require to resolve your complaint

When you may expect to receive a further update / our Final Response letter

We will work towards completing our investigation into your complaint within eight weeks of its receipt.

We will undertake a thorough investigation of your complaint which may take a little time. However in the event that we have been unable to conclude our enquiries within the eight week period, we will write to you and let you know when we expect to be in a position to issue our Final Response letter.

Resolving your Complaint

When we have finalised our investigation into your complaint, we will issue our Final Response letter.

Our Final Response letter will be:

Fair, clear and not misleading

Provide details of our investigation and decision

If relevant, include any offer of remedial action or the appropriate level of redress (or both)

If BMS Masaood and or the Insurer is unable to resolve your complaint to your satisfaction, or if you remain dissatisfied following receipt of BMS Masaood’s and or Insurer’s final response letter, you have the option to contact Sandak, who is the Ombudsman Unit for the United Arab Emirates. They will arrange to conduct an independent review of your case.

You can register your complaint online at https://www.sanadak.gov.ae/en/make-a-complaint/

Sanadak’s contact details are: 800 72 623 25

info@sanadak.gov.ae