Complaint and Dispute Resolution Policy

IBS Group Complaint and Dispute Resolution Policy

We strive to provide the highest quality services, but if you have any complaints, please let us know as soon as possible.

Introduction

The Complaint and Dispute Resolution Policy aims at a structured approach to resolving issues fairly and finding a satisfactory solution for all parties.

Basic definitions

Claim: an expression of dissatisfaction related to the company's activities, employees, contractors, or the handling of the complaint itself.

The applicant: the person or organization filing the complaint (for example, customers, employees, contractors, suppliers).

Dispute: unresolved complaint in which the applicant remains dissatisfied with the result.

Policy objective

This policy aims to establish standard procedures for timely and professional resolution of complaints and disputes. It regulates the process of interaction between IBS Group and clients, employees or contractors on all issues related to the company's activities.

Main tasks:

• Registration, review and resolution of complaints and disputes.
• Providing the applicant with an opportunity to file a complaint against an external resolution if the internal process did not produce a satisfactory result.
• Monitor the effectiveness of procedures and regularly review them.

Complaint and dispute resolution procedure

The policy provides for two stages::

1. Internal dispute resolution: the company makes every effort to resolve the complaint on a mutually beneficial basis.
2. External dispute resolution: in case of dissatisfaction of the applicant, the solution of the issue is transferred to an external intermediary.

Effective process management

IBS Group is committed to:

• Inform interested parties about the availability of this policy.
• Set clear deadlines for each stage of the process.
• Review and document complaint and dispute resolution procedures on an annual basis.

Management commitments

The Executive Director, the Customer Service Department and the Business Development Department undertake to::

• Ensure that all parties are aware of the policy.
• Develop management systems that effectively handle complaints.
• Monitor the implementation of obligations under this policy.

Complaints and Disputes Coordinator

All complaints should be forwarded to the Complaints and Dispute coordinator, as well as to the relevant departments of the company for prompt resolution.

Communication

The policy is available on the company's website (www.ibs.ae) and is regularly brought to the attention of interested parties.

We are ready to work on improving our services and resolve any issues that arise with maximum efficiency and professionalism.