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    Complaints Procedure

    At PSS, we are dedicated to providing top-tier service to all our clients. However, we acknowledge that there might be times when our services do not meet your expectations. We take all concerns and complaints seriously and are committed to resolving them in a transparent, timely, and efficient manner.

    1. Filing a Complaint

    1. If you're not satisfied with any aspect of our service, we encourage you to contact your primary PSS representative or advisor. They will aim to resolve the issue immediately.

    2. Formal Complaint:

    1. If the matter remains unresolved or you're not satisfied with the initial response, you can submit a formal complaint by:
    1. Emailing us at complaints@psstrust.com.
    2. Sending a letter to our official address, addressed to the Complaints Department.
      1. Attn: ConcernCenter,
      2. PSS Trustee Company L.L.C.,
      3. 5842+632 BusinessCenter1stFloor,
      4. Nad Al Sheba 1,Dubai,
      5. United Arab Emirates
    3. Using the Submit a Complaint feature on our website.

    When submitting, please provide:

    1. Your name and contact information.
    2. Details of your complaint, including relevant dates, personnel involved, and any supporting documentation.
    3. Your desired resolution or outcome.

    Acknowledgment of Receipt

    Upon receiving your formal complaint, we will send an acknowledgment within five working days. This will include a reference number for your complaint and details of the individual handling it.

    Investigation Process

    1. Your complaint will be thoroughly investigated by our dedicated Complaints Resolution Team.
    2. We will review all relevant information and speak to the concerned parties if necessary.
    3. If we require additional details from you, we will get in touch.

    Resolution & Feedback

    1. We aim to resolve complaints promptly. For more complex issues, the investigation might take longer, but we will ensure you are informed throughout the process.
    2. You will receive a formal response detailing our findings and any actions taken within 20 working days of the complaint receipt.
    3. In instances where the investigation extends beyond 20 working days, we will provide an update and an estimated resolution timeline.

    Escalation

    If you're not satisfied with the resolution or our handling of the complaint, you may escalate the matter to the [appropriate regulatory or ombudsman body, e.g., "Dubai Financial Services Authority (DFSA)"].

    Your Rights

    You always retain the right to seek legal advice or pursue legal remedies.

    Commitment to Fairness

    We are committed to ensuring that all complaints are treated with seriousness, transparency, and fairness. Our goal is to rectify any shortcomings and continually enhance our services.