Complaints &
Resolution Policy

Complaints Handling Policy

1. Our Commitment

At Pasiv, we are committed to providing excellent customer service. If you have a complaint, we will handle it professionally and work towards a fair resolution.

2. How to File a Complaint

You can submit a complaint through:

• Email: complaints@pasiv.ae
• Phone: Contact our support team
• In-App: Use the support feature in the Pasiv application
• Mail: Send to our office address

3. Information Required

Please provide:

• Your account information
• Details of the complaint
• Date and time of the issue
• Any relevant documentation
• Your preferred resolution

4. Resolution Timeline

Initial Response: Within 2 business days

Investigation: Within 10 business days

Final Response: Within 30 business days or as required by regulation

5. Our Investigation Process

We will:

• Acknowledge receipt of your complaint
• Review all relevant information
• Contact you with updates if needed
• Provide a detailed response

6. Escalation

If you are unsatisfied with our response, you may escalate your complaint to our Compliance Officer or seek recourse through DFSA.

7. Record Keeping

We maintain records of all complaints and their resolutions for at least 5 years.

8. External Resolution

If you remain dissatisfied, you may file a complaint with the Dubai Financial Services Authority (DFSA) or seek independent dispute resolution.