Our Commitment
At Flamingo Star Financing Broker LLC (“FSFB,” “we,” “us,” or “our”), we are committed to providing you with the highest standard of service. We take all client feedback seriously, and we have a formal process for handling any complaints or disputes fairly, transparently, and in a timely manner.
If you are unsatisfied with any aspect of our service, we encourage you to let us know so we can investigate and resolve the matter.
How to Make a Complaint (Internal Dispute Resolution)
We aim to resolve any issues you may have as quickly as possible. Please follow these steps to file a formal complaint.
Step 1: Contact Us
The first step is to raise your concern directly with us. This allows us to address the issue immediately. Please provide us with the following information to help us investigate your complaint:
- Your full name and contact details (phone number and email address).
- Your company name (if applicable).
- A detailed description of your complaint: What happened, when it happened, and who you dealt with.
- What you are seeking: What you would like us to do to resolve your complaint.
- Copies of any relevant documents, such as emails, letters, or service agreements.
You can submit your complaint to our dedicated Complaints Officer through the following channels:
- Email: [e.g., complaints@fsfb.ae or info@fsfb.ae]
- Phone: +971552498003
- Mail: Complaints Officer Flamingo Star Financing Broker LLC OFF #1808, 18th Floor, Bay View Tower Business Bay, Dubai, UAE
Step 2: Acknowledgement
We will formally acknowledge receipt of your complaint in writing (usually by email) within five (5) business days. This acknowledgment will confirm that we have received your complaint and are beginning our investigation.
Step 3: Investigation
Your complaint will be investigated by our Complaints Officer or a senior member of our team who was not directly involved in the matter. We will review all the details of your case, including the information you provided and our own records. We may contact you if we require any additional information.
Step 4: Final Response
We are committed to resolving your complaint fairly and promptly. We will provide you with a written final response within thirty (30) calendar days of receiving your complaint.
This final response will include:
- A summary of your complaint.
- The findings of our investigation.
- Our decision on the complaint (e.g., whether we uphold, partially uphold, or reject your complaint) and a clear explanation of our reasons.
- Any action we intend to take as a result, such as offering redress or taking steps to improve our services.
If, in exceptional circumstances, we are unable to provide a final response within 30 days, we will inform you in writing of the delay and the reason for it.
External Dispute Resolution
If you are not satisfied with our final response, or if we have not provided you with a final response within the 30-day timeframe, you have the right to escalate your complaint to an independent, external dispute resolution body.
Sanadak (Ombudsman Unit)
FSFB is subject to the jurisdiction of Sanadak, the independent Ombudsman Unit established by the Central Bank of the UAE to resolve financial and insurance disputes.
Sanadak provides a free and impartial service to consumers and small businesses for resolving complaints with financial institutions.
When you can approach Sanadak:
- You are dissatisfied with our final response.
- You have not received a final response from us within 30 calendar days of filing your complaint.
You must typically file your complaint with Sanadak within three (3) years from the date of the conduct that caused the complaint or within two (2) years from the date you became aware of the conduct.
How to contact Sanadak:
- Website:
https://www.sanadak.gov.ae - Phone: 800-SANADAK (800-7262325)
Please note: Sanadak will require you to have attempted to resolve your complaint with us first before they will accept your case.
