We, at Matrix strive for our customers to receive the highest quality customer support and provide answers to all questions and complaints. To facilitate Matrix’s goals for efficient and effective complaints resolutions we have created a Complaints Policy to guide our actions.
The Complaints Policy is in place to ensure customer complaints are resolved in a fair and orderly manner that satisfies both the customer and Matrix. We therefore aim to ensure that:
- Customers have the right to be aware of the procedures Matrix has implemented to ensure the resolution of a complaint. This can be done through contacting Matrix’s Customer Support or viewing what is published on the website.
- All complaints will be dealt with in a fair and orderly manner by trained Matrix employees who will review all relevant information in regard to the complaint.
- All complaints will be resolved in a way that is fair to both Matrix and the customer;
- Customers will be made aware of their right to refer any complaint that they believe has not be fully resolved by Matrix to the Financial Services Regulatory Authority of the Abu Dhabi Global Market after 60 days from when the complaint was received by Matrix.
What is a Complaint
A complaint is when a customer considered the products or services provided by Matrix to have not met their reasonable expectations and the customer has conveyed their dissatisfaction to Matrix through written communication by email.
Registering a Complaint
All complaints should be sent by email to email@example.com and should include the following details:
- The customer’s full name, address, and email address that is associated with their Matrix account. All formal communication related to their complaint will be via email. If they are making a complaint about a particular transaction, Customer ID and transaction details need to be included.
- A complete and detailed explanation of the complaint, including details of all applicable times, dates, events, and people involved.
- If a person is making a complaint on behalf of someone else, that person’s name and contact details as well as your own need to be included.
- Any supporting documents or other evidence they feel is applicable or relevant in support of the complaint.
- If they are making a complaint about an employee or a department, the name of the employee and, where appropriate, their position need to be included.
How we handle complaints
Our aim is to always resolve complaints to our customers satisfaction without further recourse to external resolution. The response times below apply to registered complaints. We will only register a complaint as received once we have sufficient information from the customer to conduct an effective investigation to resolve their complaint.
We will acknowledge the complaint within five working days of receiving it and provide the customer with a Complaints Reference Number. This acknowledgement will confirm:
- If it is decided that a complaint requires further investigation.
- Once we have registered the complaint, we will fully investigate the matter that is brought to our attention.
- We may ask the customer for further information, clarification or evidence to assist us with our investigation. If we do, we will suggest to the customer that they provide these as soon as possible to avoid delays. If the customer is unable to provide these for any reason, we will use all reasonable efforts to proceed without it.
- We aim to provide a resolution to complaints within 10 working days. If we are unable to complete our investigation of your matter at this time, we will write to the customer informing them of the progress we have made so far.
- We will write to the customer within 30 working daysof receiving their complaint with the results of our investigation, our conclusions from that investigation, and any action taken as a result.
- If it is decided that the complaint does not warrant further investigation, we will inform the customer appropriately and reasons given for the decision.
- Once the complaint has been fully investigated, the response will either be to: accept the compliant and resolve it or reject the complaint.
If we cannot settle the complaint within 60 working days, or the customer is not satisfied with our proposed resolution to their complaint, the customer has the right to seek external resolution
Matrix shall also provide awareness to the Complainant about their right to refer the case for External Dispute Resolution. Complainants can contact the FSRA in one or more of the following ways:
- By email to: fsra.Complaints@adgm.com
- By completing the following complaint form at the Abu Dhabi Global Market’s website: https://www.adgm.com/operating-in-adgm/additional-obligations-of-financial-services-entities/enforcement/complaints/submit-a-complaint
- Write to FSRA at the following address: Financial Services Regulatory Authority, Abu Dhabi Global Market PO Box 111999, Abu Dhabi, United Arab Emirates.
- Deliver the Complaint at: Financial Services Regulatory Authority, Abu Dhabi Global Market Square, Al Maryah Island Abu Dhabi, United Arab Emirates.
Contact Details of Customer Service Support Officer
If you require further information about any aspect of our Complaints Policy and Procedure, please contact us on: