How can I make a complaint?

You can reach out to us on any of the channels listed here:

- Send us an email at complaints@stashaway.ae 

- Call us all at +971 45 69 59 99  (Monday to Friday at 9 am-6 pm* and Saturday to Sunday at 9 am-2 pm*)   *Except Public Holidays

- Send us a Whatsapp at +971 52 288 0298

- Send us a Facebook Message  

Our response procedures are as follows:

1. Written acknowledgement to the complainant within 2 business days from the date of receipt of the complaint;  The Client Experience agent that received the complaint will be considered as the Handling Officer (HO) of the case
2. Within 20 business days after the date of receipt of the complaint, the complainant should receive:

1. a final response; ora written response informing of the reasons for the delay, an indicative reasonable timeframe for a final response from the financial adviser, and the complainant’s right to refer the complaint to an approved dispute resolution scheme.
2. a final response; ora written response informing of the reasons for the delay, an indicative reasonable timeframe for a final response from the financial adviser, and the complainant’s right to refer the complaint to an approved dispute resolution scheme.
3. a final response; or
4. a written response informing of the reasons for the delay, an indicative reasonable timeframe for a final response from the financial adviser, and the complainant’s right to refer the complaint to an approved dispute resolution scheme.

For further escalation, the complainant can approach  an external dispute resolution scheme, arbitration, the DIFC Court.