A customer complaint generally refers to a situation where a client has indicated dissatisfaction with a product, service, employee, organisation, management, or performance etc.
If you would like to file a complaint about the operations of Scintilla, please:
1. fill out the Complaint Form here [Download] and send this Form to our team at: contactus@scintillanetwork.com.
Or:
2. contact the Scintilla customer hotline (UAE time, from 7.30 am to 6.00 pm from Monday to Friday): +971 58 662 2588. Scintilla Operation staff managing Customer Hotline follows the below procedure for Complaint handling via phone:
Scintilla assesses any complaints made towards it fairly, consistently, discreetly, and promptly.
When Scintilla first receives a complaint via phone Hotline or Email:
Employees must handle all complaints fairly, consistently, and promptly. If the complaint directly or indirectly involves a specific employee, another employee should be responsible for the investigation. Complaints must be recorded in a Complaints log and thoroughly investigated.
Scintilla will maintain a register of complaints, containing details of the complaints received during the year and how they have been dealt with. The Compliance Officer shall be responsible for monitoring this process. The Compliance Officer shall ensure that any reports of complaints are submitted to the director of the employee’s associated department and/or senior management.
Any person who would like to receive further information regarding Scintilla including the conflict of interest policy, the Code of Conduct, the best execution policy and the Complaints handling policy should contact our team at: contactus@scintillanetwork.com
The details of the complaints handling policy and resolution procedure are available here: [Download / Complaint Policy].
