Complaints Handling Policy
Pasiv Financial Ltd
Last Updated October 2024
If you've submitted a complaint to us thank you! We'll respond in 48 hours.
“A complaint is any oral or written expression of dissatisfaction from or on behalf of a client about the provision of, or failure to provide, a financial service by Pasiv Financial Ltd, or about any action or lack of action by the firm or its employees, which has caused the client inconvenience, harm, or financial loss.”
At Pasiv Financial Ltd, we take complaints seriously and aim to resolve all complaints in a fair, consistent, and prompt manner. This policy outlines the process we follow when handling complaints from our customers.
1. Complaint Submissions
Customers can submit complaints through multiple channels:The official support webpage at http://pasiv.ae/support
The settings page in the Pasiv mobile app by selecting the “Complaint” option. Verbal submission to any personnel publicly associated with Pasiv Financial Ltd, after which the complainant will be encouraged to summarize the complaint in writing (although unwillingness to do so will not prevent investigation).
2. Acknowledgement of Complaints
Once a complaint is submitted, the customer will receive an automatic email confirming receipt of the complaint and providing a reference number for the support ticket. This email assures the customer that the matter is being taken seriously.App/Website Submissions: Complaints are logged into the company’s internal Complaints Register in the CRM, and management is notified via the company Slack channel.
Verbal Submissions: Complaints will be manually logged into the Complaints Register by the employee receiving the complaint at the earliest convenience, triggering an email notification with a reference number.
3. Classification of Complaints
Complaints are classified based on their nature and gravity, determining the course of action required:
A - Minor: Issues that do not affect the core functionality of the app and can typically be resolved within 24 hours.
B - Medium: Urgent issues affecting core functionality, requiring management review and resolution within a reasonable timeframe.
C - Serious: Issues that may require immediate intervention by senior management or the compliance officer, including those that have potential financial or reputational implications.
4. Handling of Complaints
All complaints are reviewed and prioritized based on their classification. Our objectives include ensuring that complainants are treated fairly and that Pasiv Financial Ltd takes the necessary steps to investigate and resolve the issue efficiently.
Minor Complaints (A): Handled within 24 hours and resolved immediately if possible.
Medium and Serious Complaints (B & C): Managed by designated staff members who will notify the customer of the steps being taken to investigate the issue and provide updates at least every 48 hours.
If a complaint is not resolved within 48 hours, senior management is notified to ensure prompt attention.
5. Timeframe for Complaint Resolution
We aim to provide updates on all complaints within 48 hours. Minor complaints are typically resolved within this time, while more complex issues may require additional investigation. For ongoing investigations, customers will receive weekly updates until the issue is resolved. Pasiv Financial Ltd strives to resolve all complaints within 30 days, regardless of their complexity.
6. Personnel Handling Complaints
Complaints are handled by personnel who are not directly involved in providing financial services. For more serious complaints (classified as B or C), a member of management will be assigned to manage the case. In such instances, the customer will be notified of the person responsible for handling their complaint and provided with that person’s contact details.
7. Escalation of Serious Complaints
In cases where a complaint is classified as C - Serious, Pasiv Financial Ltd will conduct a thorough investigation led by our Compliance Officer. Once the investigation is concluded, a report will be submitted to senior management, and the findings will be communicated to the customer in writing. Where appropriate, Pasiv Financial Ltd may take remedial actions to address the situation.
8. Investigation & Resolution
Each complaint undergoes a structured investigation to identify the root cause and ensure a fair resolution. Our team will notify customers of the steps being taken and the estimated timeline for resolution. In serious cases, a written summary of the findings and outcomes will be shared with both the complainant and senior management.
9. Customer Support & Status Checks
At any time, customers may contact our support team to inquire about the status of their complaint. Using their complaint reference number, customers can request updates by calling our support hotline or emailing our support team.
10. Review & Improvement
As part of our commitment to continuous improvement, all complaints are reviewed monthly by senior management to identify trends and areas for improvement in our services and processes.
11. Commitment to Fairness & Transparency
Pasiv Financial Ltd is committed to treating all complaints with the seriousness they deserve. We strive to ensure that every issue is handled promptly, and where appropriate, we take steps to rectify any issues identified during the investigation. If a complaint involves potential financial implications, Pasiv Financial Ltd will take all necessary steps to ensure that the resolution is fair and consistent with the firm’s internal policies.
12. Contact Information for Complaints
For further inquiries or to follow up on a complaint, customers may contact our support team via:Email: support@pasiv.ae
Phone: +971-522479933 (9 AM - 5 PM GST, Monday to Friday)
Customers can submit complaints to the company through the company's official support webpage at http://pasiv.ae/support or through the settings page in the company's Pasiv mobile app. On this page the customer must enter their email and a phone number they can be reached at and specify the nature of the support as "Complaint". Customers can also submit a complaint through verbal conversation with any personnel publicly associated with the company and its management. In order to facilitate that process, the complainant should be asked to summarize the compliant in writing – although unwillingness or failure to do so will not prevent the course of action described herein.