Complaints Management

We take your complaint serious.

Make a complaint or provide feedback about service quality

Below you will find information on how we will deal with your complaint.

If you (as a client or non-client) have reason to be dissatisfied with the services of UBS Qatar LLC ("UBS"), please do not hesitate to contact us using following contact details.

UBS Qatar LLC
14th Floor, Building No. 157
Street 301, Zone 69, Burj Alfardan
Lusail City, Doha, Qatar

E-mail

You can also directly contact your Relationship Manager. The Relationship Manager will capture your complaint and will immediately inform the Complaints Handling Unit. For processing and handling of your complaint we do not charge any additional fees.

Report misconduct of UBS staff

To report misconduct of UBS employees please follow the link below.

UBS employees should report misconduct via the internal channels provided.

Handling your complaint

We take your concern serious and will deal with it as quickly as possible. If the complaint is not resolved by close of business on the next business day, we will provide you with the internal complaint-handling procedures and the further, with an acknowledgement letter within 5 business days after the day on which the complaint is received.

Upon completion of our investigation and conclusive assessment of your complaint we will provide you within 4 weeks with the result of our analysis and if applicable with details regarding next steps. Should we not be able to provide you with a conclusive analysis within this timeframe, we will inform you why we have not been able to resolve the complaint and indicating when we will contact you again about the complaint.

Should we not be able to provide you with a final answer after 8 weeks, we will explain that we have not been able to give a final response, give reasons for the further delay and indicate when the final response is expected. Furthermore, if you are eligible to apply under the customer dispute resolution scheme, we will inform you that you may apply under that scheme if dissatisfied with the delay.

Customer dispute resolution scheme – the Independent Adjudicator

If you are not satisfied with our final response or if the response period has ended without having given any response and you are eligible under the Customer Dispute Resolution Scheme Rules 2019, you have the right to address your complaint for settlement to the Independent Adjudicator using the following link: https://www.qfcra.com/independent-adjudication/.

You are obviously also free to take legal actions. Unlike legal action the Independent Adjudicator is free of charge and does not charge any fees to settle your complaint.