COMPLAINTS HANDLING POLICY AND PROCEDURES

This policy contains the following sections:

1.     Policy Statement

2.     Objectives

3.     Definition

4.     How a Complaint Can be Made

5.     Information to Include in your Complaint

6.     Recording a Complaint

7.     Feedback to Customers

8.     Our Six Points Complaint Process

9.     When you Complain about one of our Employees

10.  Complaints Under Investigation by a Regulator or Law Enforcement Agency

11.  Our complaint escalation process

Jurisdiction

This policy is intended for use in the United Arab Emirates.

Before Execution

- The information on this front page or contained in the headers and footers of this instrument are for guidance purposes only.

- Please delete this front page together with the information contained in the headers, footers and the endnotes prior to circulating this letter. Where square brackets […] and highlights are used in the document, it indicates that there is missing or incomplete information which will need to be incorporated prior to signature.

- Please remove the square brackets and all highlighting prior to signature.