Entire Section

  • Resolution of Complaints

    • GEN 9.2.5

      Upon conclusion of an investigation of a Complaint, an Authorised Firm must promptly:

      (a) advise the complainant in writing of the resolution of the Complaint;
      (b) provide the complainant with clear terms of redress, if applicable; and
      (c) comply with the terms of redress if accepted by the complainant.

      [Added] DFSA RM56/2008 (Made 1st July 2008). [VER19/07-08]

    • GEN 9.2.6 GEN 9.2.6

      If the complainant is not satisfied with the terms of redress offered by the Authorised Firm, the Authorised Firm must inform the complainant of other avenues, if any, for resolution of the Complaint and provide him with the appropriate contact details upon request.

      [Added] DFSA RM56/2008 (Made 1st July 2008). [VER19/07-08]

      • GEN 9.2.6 Guidance

        Other avenues for resolution of a Complaint may include an external dispute resolution scheme, arbitration or the DIFC Court. Under GEN Rule 9.4.4 an Authorised Firm Providing Money Services or Arranging or Advising on Money Services is required to ensure that Clients have access to an independent complaints handling service.

        [Added] DFSA RM56/2008 (Made 1st July 2008). [VER19/07-08]
        [Added] DFSA RMI266/2020 (Made 26th February 2020). [VER48/04-20]