At QInvest we strive to meet the highest standards in every area of our work.
Here’s how to give feedback, help us continually improve our processes and ensure an exceptional experience with QInvest.
Feedback
We welcome feedback from our valued clients, shareholders and contacts.
In the first instance, please contact your regular point of contact or relationship manager. They will work to resolve the issue, or escalate it as appropriate.
For any general feedback or enquiries, please contact us on: [Insert general enquiries email address and general phone number].
Help
If you need further help, or your relationship manager has not resolved your issue, you can contact our customer services team on: [insert customer service email address here].
For media and investor enquiries, please contact Serena Naimat, Head of Investor Relations & Corporate Communications:
T: +974 4405 6666
F: +974 4444 8446
E: info@qinvest.com
Complaints handling procedures
We want all our customers to experience the highest standards of service and quality. However, if you believe we have not met this standard, we want to hear from you.
A Complaint is an expression of grievance or dissatisfaction by a Customer, whether verbally or in writing, in relation to QInvest and/or actions by QInvest and its employees, in connection with the provision (or offer of the provision) of a product or service, if the provision of the product or service was or would be a regulated activity.
QInvest’s Customer Complaints Policy ensures that all customer complaints related to regulated activities are managed and resolved fairly, efficiently, and with due diligence. When a potential complaint is identified by any employee, it must be reported to the Compliance department, which registers and assesses it. The Compliance department reviews the facts and circumstances of the complaint, and if it involves Compliance, an independent person such as the Chief Risk Officer or the Head of Internal Audit will investigate. Recommendations are then made to the CEO, who decides on any appropriate redress.
For business customers, if a complaint is not resolved by the next business day, an acknowledgment letter is sent within five business days mentioning the name and job title of the individual who is handling the complaint for the firm. Updates are provided at four and eight-week intervals if the complaint remains unresolved.
Complaints from eligible counterparties are handled on a case-by-case basis without specific deadlines.
Business customers with fewer than 20 employees can apply to the Customer Dispute Resolution Scheme (CDRS) established in the QFC if dissatisfied with the final response.
The final response to a complaint must be in writing, detailing QInvest’s position and any redress offered. This response can either accept the complaint and offer redress, offer redress without accepting the complaint, or reject the complaint with reasons.
All Complaints may be submitted to our Complaints Officer via the following email address:
or
by post or by hand (during normal business hours only: from Sunday to Thursday, between 8:00 and 17:00) to the Complaints Officer, QInvest LLC, West Bay Area, Majlis Tawoon Street, Tornado Tower 39th floor, P.O. Box 26222 Doha - Qatar.