Complaints Handling Procedure

1. G3P’s Commitment to Complaints Handling

G3P is committed to maintaining the highest standards of professionalismand integrity in its business operations. We understand that, at times,concerns or issues may arise, and we want to assure you that your feedbackis valued and taken seriously. Our Complaints Handling Procedure ensuresissues are investigated fairly, objectively, and promptly, keeping trust andsatisfaction our top priority.

2. Receiving Complaints

Complaints can be submitted through the following channels:

You may file a complaint here. You may also contact us at support@g3p.io orsubmit your complaint in writing to:
Gap 3 Partners FZCO
Attn: Complaints Department
Office 232, 2nd floor
The Offices 1, One Central
Dubai World Trade Centre
Dubai, UAE

If you are emailing or writing to us directly, please include the followinginformation in your complaint:

Your name and email address
Date of complaint
Your contact information
Details of your complaint
Any supporting documentation relating to your complaint

3. Acknowledgment of Complaints

We will acknowledge all complaints as soon as possible, but in no event laterthan 7 days of receiving your complaint.Clients will receive an acknowledgment letter after such complaint issuccessfully received.

4. Resolution Timeline

G3P will start the investigation once we received such complaint.

G3P will provide an updated status for the complaint and explanation of thecircumstances causing a delay in the resolution within four (04) weeks of thedate of the complaint is received.

G3P shall not impose any fees or charges for the submission or handling ofany complaints.

Where the provision of services relating to VA Activities involves any third-party Entities, G3P shall establish procedures to facilitate the handling of suchcomplaints between its clients and such third-party Entities. G3P shall remainresponsible for the resolution of such complaints.

G3P commits to address and provide a resolution of such complaint withineight (08) weeks of the date of the complaint is received.

5. Outcome and Remedies

If the complaint is upheld, appropriate remedial action will be taken, whichmay include compensation, corrective measures, or policy changes.

If the complaint is not upheld, clear reasons will be provided.

6. Escalation

If the complainant is dissatisfied with the resolution, they may escalate thecomplaint to G3P Senior Management. We are dedicated to resolving anyissues in a manner that ensures your confidence and trust in our servicesremain strong. Your satisfaction is our priority, and we are here to support youevery step of the way.