Complaints Handling

At X12 Capital Ltd ("X12") we value feedback and are committed to resolving complaints fairly, promptly, and transparently. Complaints help us improve and uphold the highest standards of service. Here’s a summary of our Complaints Handling Policy:

Our Commitment

We aim to handle all complaints professionally and consistently. If you’re unhappy with any aspect of our service, we want to hear from you so we can put things right.

What Counts as a Complaint?

A complaint is any oral or written expression of dissatisfaction from a client about the provision of, or failure to provide, a financial service.

How to Complain

You can raise a complaint through any of these channels:

• Email: compliance@x12capital.com
• Phone: +971 (0)52 799 2154
• In Writing: X12 Capital Ltd 24th Floor, Al Khatem Tower, ADGM Square, Al Maryah Island, Abu Dhabi, United Arab Emirates.

How We Handle Complaints

• Acknowledgment: We confirm receipt of your complaint within 3 business days.
• Investigation: A qualified person, independent of the matter, investigates your complaint.
• Response: Within 21 days, we explain our findings and any action we propose to take.
• Escalation: If you remain dissatisfied, we will inform you of your right to escalate the matter to the regulator or an independent dispute resolution body.

Redress

Redress means any corrective action we take to resolve your complaint. This may include:

• An apology
• Remedial steps
• Financial compensation

Your Protection

• All complaints are handled confidentially.
• We maintain a complete record of the investigation and supporting evidence for 6 years.
• Our staff receive annual training to ensure complaints are managed properly.

What Happens Next

• We acknowledge your complaint
• Investigate thoroughly
• Keep you informed throughout
• Take corrective action where necessary