Our Commitment to Fairness, Transparency, and Timely Resolution

Introduction

At Rhodium Re  we value your feedback and are committed to addressing any concerns you may have regarding our services. This complaint procedure outlines how you can raise a complaint, the steps we will take to resolve it, and how you can escalate your complaint if you are not satisfied with our response.

Our process aligns with the requirements set by the Dubai Financial Services Authority (DFSA).

Rhodium Re Obligations

We are dedicated to treating all complaints fairly, promptly, and transparently. Our obligations include:

• Listening to and understanding your concerns
• Acknowledging your complaint within the specified timeframe
• Investigating the matter thoroughly and impartially
• Providing a clear response and resolution
• Offering guidance on further steps if you are not satisfied with our decision

How to Make a Complaint

You can submit a complaint using the following channel:

• Email: complaints@rhodium-re.com

When submitting your complaint, please provide:

• Your full name and contact details
• Any appropriate reference number (if applicable)
• A clear description of your complaint
• Any supporting documents or evidence

Acknowledgement Timeframe

We will acknowledge receipt of your complaint within two business days of receiving it. This acknowledgement will confirm that we have received your complaint and outline the next steps in our process.

Resolution Timeframe

Our aim is to resolve your complaint as quickly as possible. We will provide you with a final response within fifteen business days from the date of acknowledgement. Should we require further time due to the complexity of your case, we will keep you informed and provide regular updates.

Escalation Process

If you are not satisfied with our final response or if your complaint has not been resolved within the specified timeframe, you may escalate your complaint to the Dubai Financial Services Authority (DFSA). We will provide you with the necessary contact details and guidance on how to proceed.

DFSA Complaints Portal:

https://services.dfsa.ae/make-an-enquiry/complaints