Letter from Management, Mawarid Finance PJSC

Mawarid Finance PJSC was founded with a vision of adding value to the Islamic Finance industry by developing innovative Shariah compliant products for both retail and corporate customer. The mission of Mawarid Finance is to create superior and pioneering Shariah compliant products and services, sustaining high-quality performance and maximizing market share to become the provider of first choice Islamic financial solutions in a modern business environment. Mawarid Finance is committed to the provision of timely, efficient, consistent and quality customer service provided by professional, courteous and knowledgeable staff. Mawarid customer service culture is built on its values of total commitment to service excellence, responsibility and integrity.

We are committed to:

• Make it easy for you to give us feedback and inform us about your complaints;
• Give your complaints our full attention and resolve your complaint without delay;
• Ensure that you are updated on progress of the complaint’s resolution.

What is a Complaint?

A complaint is any expression of dissatisfaction or concern made to an organization by, or on behalf of, an individual client, group or matter of the public, that relates to the organization's products or services, or the performance, behavior and conduct of staff, or the complaints handling process itself. A complaint may be made in person, by phone and by email.

Complaints Resolution Stages:

• We will always endeavor to resolve any issues as soon you bring them to our attention;
• 5 working days - if your complaint has not been resolved within this time, we will contact you to explain its reason. We will inform you of the expected resolution time.

Mawarid Finance Complaints Handling Guidelines:

• Equality - to ensure equal treatment to all customers
• Openness - to ensure customers understand the complaints handling process
• Completeness - to ensure all available information/evidence has been collected
• Sensitivity - to ensure each case is considered on its specific merits and needs
• Confidentiality - to ensure customer's identities and information are protected.

Lodging a Complaint

Customers can contact Mawarid and explain the issue/complaint in as much detail either through:

• Call Customer Service center at 04-3040 888 or 800 - MAWARID
• 24 hours / 7 days a week
• Visit Customer Service center to make a complaint in person at:
• Mawarid Finance PJSC, Al Sayyah Building, Showroom No. 3, Ground Floor, Al Quoz, Dubai, U.A.E. (8:30am to 4:30pm Monday to Friday)
• Email to disputes@mawarid.ae
• If we cannot reach an agreement together, you may the follow the below:

We are confident that our complaint management and resolution unit is both fair and robust. However, if we have been unable to provide you with a full and satisfactory resolution, you have right to refer your complaint to the Central Bank of UAE - Consumer Protection Department. https://crm.centralbank.ae/

Please keep in mind that Central Bank of UAE website states "Before filing a Complaint with the Central Bank, every effort should be made in order to settle the matter directly with the concerned bank or financial institution".