INTRODUCTION

LunarArk is committed to promoting fair treatment for customers through consistent, structured, and effective measures, ensuring that clients and potential clients have appropriate access to recourse within the Company and with regulatory authorities.

To ensure transparency in complaints handling and investigation, no member of staff who is directly or indirectly involved in the subject matter of the complaint will be involved in the investigation and resolution of the complaint. All complaints will be reviewed, investigated, and resolved under the oversight of the Compliance Officer.

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The Company will not impose any fee or charges for the submission or handling of complaints.

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PROCEDURE

• A client may file a complaint by filling out the complaint form available on the website; complaint may also be made via email at Clientservices@Lunarark.ae or via the clients preferred method of communication channel i.e. Telegram.  

• To address the complaint effectively, client will be required to provide the following details in the complaint:  

1. Date and time of the incident,  
2. Name of the client,  
3. Nature of Complaint,  
4. Details of Complaint, and  
5. Action sought by client.  

• Upon receipt of a complaint, we shall acknowledge its receipt within 24 hours. If we are unable to resolve the complaint within the following business day, we will promptly send a written acknowledgement, providing reassurance that we have received the complaint and are working to address it.
• We will keep the client informed of the progress throughout the resolution process. This acknowledgement will include details of the complaints policy and procedure, as well as the name and contact information of the staff handling the complaint.
• Complaints will normally be directed to the member of staff with whom the client has been dealing. This includes ensuring that all relevant details, documents, and supporting materials are transmitted to the relevant departments to facilitate thorough investigation and resolution of the complaint.  
• We will try to address complaints within 30 calendar days from the date of notification.  
• If due to exceptional complexity, we are unable to provide a final response within 30 calendar days, we will promptly send a written explanation within four (4) weeks to the client, stating the reason for the delay and indicating the new timeframe for the final response. The resolution will be provided no later than eight (8) weeks from the date of the complaint.  
• If the client remains dissatisfied after contacting all parties, they may seek recourse to the dispute resolution terms contained in the agreement governing the relationship between LUNARARK and the client.  
• If a complaint is received regarding services provided by the company that involve third-party entities, the company shall facilitate the handling of such complaints between the Client and third-party entities. The Company will remain responsible for the successful resolution of the complaint.
• If during the investigation of the complaint, the client waives his complaint in writing (or otherwise on a durable medium), the initiated complaint investigation shall be terminated, and this shall be noted in the register maintained by the Company.
• The Compliance Officer will keep a record of all complaints in the complaints register and will report them to the Board quarterly.
• All complaints shall be recorded with outcome and root-cause analysis. The Company maintains detailed documentation on individual complaints in the Complaints Register. Personal data is strictly confidential and not shared with third parties, in compliance with applicable data protection laws and the Company’s Privacy Policy.

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Record keeping

• The Company maintains comprehensive records of:  

1. Name, date and contact details of the Complainant.  
2. All complaints received from Complainants.  
3. Measures taken in response to complaints.  
4. The resolution of all complaints and any other relevant correspondence, documentation or action taken by the Company to resolve the complaint.  

• The complaints and associated records will be retained for a minimum 8 (eight) years from the date of resolution or closure.