Here, you’ll find all the important information about our terms, policies, and compliance standards. We’re committed to being transparent and ensuring our services meet the highest legal and regulatory standards to protect your business and data.
At MAAYAN, We are committed to providing our Customers with high standards of service and products. We take all complaints seriously and aim to resolve them promptly and fairly.
MAAYAN strives to build long term relationships with its Customers by supporting them at all times and takes Your complaints seriously.
A complaint is any expression of dissatisfaction, whether oral or written, and whether justified or not, relating to Our products, services, the handling of a transaction or Our treatment of You generally.
If you are dissatisfied with Us We want You to let Us know so We can put things right.
If You have a complaint, please contact Us at [email protected]
To ensure We resolve Your concerns quickly and efficiently please provide the following information when making Your complaint:
We aim to resolve Your concerns as quickly and efficiently as possible.
1. Communication: We will respond to You via Remote System. Our communication will be in English.
2. Acknowledgment: We will acknowledge Your complaint within 5 Business Days of receipt.
3. Investigation: We will investigate Your complaint fairly and promptly. We may ask You for additional information or documentation to assist with Our investigation. Any delay or refusal to provide any requested information or documentation may result in a delay or in Us being unable to resolve the complaint effectively.
4. Resolution: We will send You a written response once We have completed Our investigation. We aim to resolve your complaint within 15 Business Days. If We cannot resolve it within this time, We will keep you informed of the progress and provide a final response within 35 Business Days.
We may provide You a copy of this complaints policy at any time upon Your request.
If you are not satisfied with Our final response or the way We have handled Your complaint, You may refer your complaint to the Financial Ombudsman Service (FOS) within 6 months of the date We sent (or should have sent) You Our final response. The FOS is a free and independent service for resolving disputes between financial firms and their customers. You can contact the FOS at:
We recognise that some Customers may be vulnerable due to their personal circumstances, if this applies to You, You may also refer to Our Vulnerable Customer Statement. If You require additional support when making a complaint, please let Us know, and we will do our best to assist you.
We maintain detailed records of all complaints to ensure We learn from feedback and improve Our services. Complaints data is reported in our annual financial statements in line with FCA requirements.
To ensure We maintain high standards in complaint handling, we: