How to make a complaint
If you are unhappy with any aspect of the brokerage and matching services UQT has provided, we want to know. We aim to resolve every complaint quickly, fairly and with respect.
The fastest route is to email compliance@uqt.ae. Please include:
- Your name and the name of your business
- A clear description of what happened and what you would like resolved
- Any relevant dates, agents you spoke to, and supporting documents
- The outcome you are seeking
What happens next
- Acknowledgement — we will acknowledge your complaint within two working days.
- Investigation — the Compliance team will review your complaint, gather information from the relevant agents, and assess the matter against our policies and the applicable framework.
- Response — we aim to provide a full written response within fifteen working days. If the matter is complex and needs longer, we will keep you informed of progress.
- Resolution — where we have made an error, we will say so, explain why, and put things right.
Complaints about a provider in the network
If your complaint is about a regulated provider in our network, the provider's own complaints procedure applies to the regulated service it delivers. UQT will help you reach the right contact at the provider. We are also happy to receive your feedback about the provider so we can review their continued place in the network.
If you remain unhappy
If we have not been able to resolve your complaint to your satisfaction, you may have the right to escalate to a relevant regulator or ombudsman depending on the nature of the complaint and your jurisdiction. We will tell you which body is appropriate and how to contact them.
Records
UQT maintains records of complaints and resolutions for compliance, quality and training purposes.
Contact
Complaints contact: compliance@uqt.ae. Phone: +971 54 414 2222.
For questions, corrections or formal queries about this policy: compliance@uqt.ae.