Complaint Handling Policy

Last Updated: October 16, 2025

Effective Date: May 21, 2024

Company: Henry Club Ecommerce FZE LLC

License No: 4412587.01

Website: henryclub.ae

Version: 1.0

1. Introduction

This Complaint Handling Policy outlines how Henry Club Ecommerce FZE LLC ("Henry Club", "we", "us", "our") receives, investigates, and resolves complaints about our services, content, or conduct related to henryclub.ae ("Website").

Our Commitment:

✕“We take all complaints seriously
✕“We provide fair and timely resolution processes
✕“We aim to resolve issues amicably
✕“We continuously improve based on feedback
✕“We comply with UAE consumer protection laws

Scope: This policy covers complaints about:

• Our Website services and content
• Information accuracy
• Technical issues
• Staff conduct (if applicable)
• Privacy or data concerns
• Affiliate relationships
• Partner referrals
• Billing or payment issues (if applicable)

Does NOT cover:

Complaints about partner services (see Section 9)

2. What Constitutes a Complaint

2.1 Definition

A complaint is:

• An expression of dissatisfaction with our services
• Allegation that we failed to meet expected standards
• Request for investigation and resolution
• Formal objection to our conduct or content

Examples of Valid Complaints:

✕“Inaccurate or misleading information
✕“Technical problems preventing Website use
✕“Privacy or data handling concerns
✕“Unprofessional communication from our team
✕“Failure to respond to inquiries
✕“Affiliate disclosure concerns
✕“Accessibility issues
✕“Copyright or intellectual property disputes
✕“Discrimination or unfair treatment

What Is NOT a Complaint:

âŒGeneral questions or inquiries (use regular contact)
❌Suggestions or feedback (welcomed separately)
❌Complaints about partner companies (handled differently)
❌Disagreement with UAE regulations (not under our control)
âŒRequests for free services we don't offer
âŒSpam or abusive messages

3. How to File a Complaint

3.1 Filing Methods

Email (Primary Method):

Address: contact@henryclub.ae
Subject Line: "Formal Complaint - [Brief Description]"
Use formal complaint subject to ensure priority handling

Not Available (Currently):

• Phone hotline
• Online complaint form (planned for future)
• Postal mail (email preferred)

3.2 Required Information

Your complaint should include:

1. Your Information:

• Full name
• Email address
• Phone number (optional)
• Best time to contact you

2. Complaint Details:

• Date and time of incident
• Specific issue or concern
• What went wrong
• Impact on you
• Relevant URLs or page references

3. Evidence:

• Screenshots
• Email correspondence
• Documentation
• Any supporting materials

4. Prior Contact:

• Have you contacted us before about this?
• Previous reference numbers (if any)
• Actions taken so far

5. Desired Resolution:

• What outcome are you seeking?
• Specific remedy requested
• Timeframe needed (if urgent)

3.3 Anonymous Complaints

Anonymous complaints:

• Will be investigated if sufficient detail provided
• Cannot receive direct updates
• May be limited in how we can respond
• Serious issues will still be addressed

We prefer identified complaints for:

• Follow-up communication
• Resolution confirmation
• Better investigation

4. Complaint Acknowledgment

4.1 Initial Response

Within 2 Business Days:

• Acknowledgment email sent
• Complaint reference number assigned
• Expected timeline provided
• Point of contact identified

Acknowledgment includes:

• Confirmation we received your complaint
• Reference number (format: HC-COMP-YYYYMMDD-XXX)
• Name of person handling complaint
• Estimated resolution timeframe
• Next steps

4.2 Urgent Complaints

Priority handling for:

🚨Data breaches or privacy violations
🚨Security issues
🚨Fraud or financial harm
🚨Serious service failures
🚨Safety concerns

Urgent complaints:

• Acknowledged within 24 hours
• Immediate investigation begins
• Daily updates provided
• Escalated to management

5. Investigation Process

5.1 Standard Investigation Timeline

Phase 1: Initial Review (Days 1-3)

• Complaint assigned to investigator
• Preliminary assessment
• Evidence gathering begins
• Clarifying questions sent (if needed)

Phase 2: Investigation (Days 4-10)

• Detailed investigation
• Interview relevant parties (if applicable)
• Review documents and evidence
• Consult with partners (if relevant)
• Technical analysis (if needed)

Phase 3: Resolution (Days 11-15)

• Findings compiled
• Resolution determined
• Response drafted
• Final review by management (for serious cases)

Total Standard Timeline: 15 Business Days

5.2 Complex Complaints

May take longer if:

• Involves multiple parties
• Requires legal review
• Needs external consultation
• Extensive investigation required
• Awaiting third-party information

Extended Timeline:

• Up to 30 business days
• You will be notified of extension
• Regular updates provided (weekly minimum)
• Reasons for delay explained

6. Resolution & Outcomes

6.1 Possible Outcomes

Complaint Upheld (We agree):

• Apology provided
• Corrective action taken
• Remedy implemented
• Compensation considered (if applicable)
• Process improvements made

Complaint Partially Upheld:

• Some issues confirmed, others not
• Partial remedy provided
• Explanation of findings
• Actions taken on valid concerns

Complaint Not Upheld:

• No wrongdoing found
• Explanation provided
• Alternative perspective shared
• Options for appeal explained

Insufficient Information:

• Cannot fully investigate
• Request for more details
• Complaint may remain open pending information

6.2 Remedies We May Offer

Depending on the complaint:

✕“ Content Corrections:

• Update inaccurate information
• Add missing details
• Issue corrections/clarifications
• Remove content (if appropriate)

✕“ Service Improvements:

• Fix technical issues
• Enhance features
• Improve processes
• Implement safeguards

✕“ Communication:

• Formal apology
• Explanation of what happened
• Assurance of improvements
• Direct contact person assigned

✕“ Policy Changes:

• Update policies
• Improve clarity
• Add protections

7. External Dispute Resolution

7.1 If We Cannot Resolve

You may escalate to:

UAE Ministry of Economy - Consumer Protection:

• Website: moec.gov.ae/en/consumer-protection
• Hotline: 600 522 225
• Email: consumerprotection@economy.ae
• Consumer Protection App (iOS/Android)

Telecommunications Regulatory Authority:

• For digital service issues
• Website: tra.gov.ae
• Email: info@tra.gov.ae

Sharjah Publishing City Free Zone Authority:

• For issues with free zone companies
• Website: spcfz.com
• Email: info@spcfz.com
• Phone: +971 6 505 1300

8. Your Rights

During Complaint Process

You have the right to:

• Be treated fairly and respectfully
• Have complaint investigated properly
• Receive timely responses
• Be informed of progress
• Provide additional information
• Be heard and understood
• Appeal unfavorable decisions
• Escalate to external bodies
• Withdraw complaint at any time

UAE Consumer Rights

Under UAE Consumer Protection Law:

• Right to accurate information
• Right to quality service
• Right to fair treatment
• Right to file complaints
• Right to compensation (where appropriate)
• Right to legal recourse

9. Contact Information

Filing Complaints

Email:

• contact@henryclub.ae

Subject Line: "Formal Complaint - [Brief Description]"

Include: Reference number (for follow-ups)

Our Promise

We are committed to excellent service and fair complaint resolution. Your feedback helps us improve.

Thank you for bringing issues to our attention.