Complaints Section Procedures Manual

Complaints Section
Procedures Manual
Qatar Financial Market Authority
Complaints Department
Version:01/2025

Version:01/2025 Complaints Section Procedures Manual Procedures Manual 1 Complaints Department Document Information Last Amendment Date Distribution Date Document Control Paper Version Electronic Version 01 September 2025 Complaints Department Complaints Department – QFMA Internal Portal Version History Version Date Reason for Amendment Version: 01/2025 01/09/2025 Initial development of procedures Acknowledgement and Approval Reviewed and Acknowledged by Approved By
Section Head Department Director

Version:01/2025 Complaints Section Procedures Manual Procedures Manual 2 Complaints Department
Table of Contents
Introduction ..........................................................................................................................................................................................................................................3
How to read the procedures manual? ..............................................................................................................................................................................................3
First: Procedures: Each procedure consists of the following: ................................................................................................................................................3
Second: Appendices for information and documentation related to the procedures, such as the forms used. ............................................................4
First: Procedures for receiving and sorting complaints and reports...........................................................................................................................................5
Procedure No. (050101): Receiving and Registering complaints and reports....................................................................................................................5
Procedure No (050102): Sorting and Classifying Complaints and reports........................................................................................................................7
Second: Procedures for reviewing and handling complaints........................................................................................................................................................9
Procedure No. (050103): Review of complaints / complaint review ..................................................................................................................................9
Procedure No. (050104): Complaint handling........................................................................................................................................................................11
Third: Procedures for Reviewing and Processing Reports. .......................................................................................................................................................19
Procedure No. (050105): Reviewing and Processing Reports...........................................................................................................................................19

Version:01/2025 Complaints Section Procedures Manual Procedures Manual 3 Complaints Department Introduction The purpose of this manual is to set out the detailed procedural steps that must be followed in carrying out the duties assigned to the complaints
section within the complaints department at Qatar Financial Markets Authority. This manual includes essentials information and supporting
materials such as (standard forms, drafts letters, notices decisions, and other related documents), However, it should be noted that this manual alone may not address all issues or inquires that may arise during the implementation. Accordingly, the assigned employee should refer to applicable regulations, internal procedures and the department’s policies. How to read the procedures manual? The Procedures Manual contains several parts/elements distributed according to the nature of the information it contains, according to the following detail:
First: Procedures: Each procedure consists of the following:
Procedure title and number: The procedure is named based on its final output and is numbered in accordance with the numbering system approved by the QFMA. The procedure code consists of three parts as follows:
Example:
Procedure No. -
Double digits (00)
Section No. -
Double digits (00)
Department No. -
Double digits (00)
070101
Initial approval for a license /
Company under
Financial Services Companies and
Professionals Licensing Section
Licensing Department
This section outlines the detailed, step-by-step implementation of the procedure. Each step shall be clearly documented, indicating the individual or role responsible for carrying it out, the forms or templates to be used, and the time frame assigned for its completion (if applicable).

Version:01/2025 Complaints Section Procedures Manual Procedures Manual 4 Complaints Department The procedure manual contains a detailed flowchart of the procedure. The green color indicates the starting point of the applicable procedure, the lines shown within the chart represent the procedural steps and the points of intersection with other internal or external entities, and the red color signified the end of the procedure. Code Significance Beginning of the procedure Step within the procedure Another procedure has an intersection with this procedure Decision End of procedure The code of the step preceding or succeeding the current step, if the steps of the process were presented on more than one successive slide Second: Appendices for information and documentation related to the procedures, such as the forms used.

Version:01/2025 Complaints Section Procedures Manual Procedures Manual 5 Complaints Department First: Procedures for receiving and sorting complaints and reports. Procedure No. (050101): Receiving and Registering complaints and reports Procedure No ( 050101) Receiving and Registering complaints and reports Responsible Person Step Form Used Duration Receiving and Recording the Complaint/Report Department Secretary Responding to Inquires through the officially approved communication methods, and assisting them in understanding the procedures for submitting complaints and reports. 1 working day Receiving complaints or reports through the officially approved channels of the QFMA, after being completed using the approved form and ensuring that the required basic information is provided. Receiving complaints or reports through the officially approved channels of the QFMA, after being completed using the approved form and ensuring that the required basic information is provided. 1 working day 3 Recording complaints and reports in the designated system. Providing the complainant/informant with the complaint or report number, along with the date of registration, through the SMS and email notifications immediately upon registration, automatically generated by the Complaints system. Ensuring that the complaint or report is not a duplicate, in the event of duplication, the complaint or report shall be linked to the previously submitted one. All complaints and reports shall be referred to the designated employee in accordance with procedure No. (050102) ‘Sorting and classifying complaints and reports’, to verify whether the submitted complaint or report falls within the jurisdiction of the authority.

Version:01/2025 Complaints Section Procedures Manual Procedures Manual 6 Complaints Department Procedure Workflow Chart Procedure No (050104): Handling Complaints Complaints specialist Administration Secretary Director of Complaints Department Head of Complaints Department C Communicating with the complainant to fill out the questionnaire to measure the extent of the complainant s satisfaction with the quality of work performance and attaching it to the complaint documents in the complaints system. Documenting a file for each complaint in the complaints system The originals and attachments of the complaint contained in paper form are kept in the department s files on a monthly, serial and annual basis, and kept in the department s archive. The originals and attachments of the memos received related to the complaint are kept in the administration s files and added to the complaint file, according to the number and date of the complaint, report, inquiry or transaction. Conducting an inventory of files on an annual basis after ensuring their completeness and inventory Approval of Inventory Form, "Annual Inventory Report for the Administration s Archives. Transferring the files to the central archive at the QFMA s headquarters.

Version:01/2025 Complaints Section Procedures Manual Procedures Manual 7 Complaints Department Procedure No (050102): Sorting and Classifying Complaints and reports Procedure No. (050102) Receiving and Registering complaints and reports Responsible Person Step Form Used Duration Sorting and Classifying the Complaint/Report Designated employee Conducting an initial evaluation of the complaint/report and ensuring that all requirements are met. 1 working day Examining the subject matter of the complaint or report to determine whether if it falls within the regulatory scope of the Authority. If the complaint or report does not fall within the jurisdiction of the QFMA, a request for closure shall be submitted due to the Authority’s lack of jurisdiction to consider the submitted complaint or report, and the complainant or reporter shall be notified. Once verified through the complaints system, any complaint/report within the QFMA's competence is forwarded to the Director of the Complaints Department for acceptance and further processing. 5 Classifying a complaint/report according to the approved classifications. If the matter received is a complaint, it will be forwarded to the Head of the Complaints Section in accordance with Procedure No. (050103) "Review of complaints / complaint review." Conversely, if it is a report, it will be forwarded to the Head of the Complaints Section following Procedure No. (050105) "Examining and Processing of Reports."

Version:01/2025 Complaints Section Procedures Manual Procedures Manual 8 Complaints Department Procedure Workflow Chart Procedure No (050102): Sorting and Classifying Complaints and Reports Responsible Employee Complainant Submitting a complaint or report, attaching all required information Receiving the complaint/ report and ensuring that it is not repeated Conducting an initial evaluation of the complaint/ report and ensuring that all requirements are met. Examining the subject matter of the complaint/report to ascertain if the QFMA is competent to address it. Competent authority? Yes No A closure request will be filed for lack of competence The complainant will be notified that the complaint has been closed for lack of competence Once verified through the complaints system, any complaint/report within the QFMA's competence is forwarded to the Director of the Complaints Department for acceptance and further processing. Classifying a complaint/ report according to the approved classifications. Classified as a complaint or report? Complaint Report Referring the complaint to the Head of the Complaints
Section according to
Procedure No.
(050103) Reviewing
Complaints
Referring the report to the Head of the Complaints
Section according
to Procedure No.
(050105)
Reviewing and
Handling
Complaints

Version:01/2025 Complaints Section Procedures Manual Procedures Manual 9 Complaints Department Second: Procedures for reviewing and handling complaints. Procedure No. (050103): Review of complaints / complaint review Procedure No. (050103) Review of complaints / complaint review Responsible Person Step Form Used Duration Review of complaints / complaint review Director of the Complaints Department Referring the complaint to the designated employee to initiate the complaint review procedures. 1 working day Designated employee Conducting a preliminary review of the complaint and its supporting documents, and identifying any additional documents required for the complaint assessment. 1 working day Communicating with the complainant through the approved means of communication, to request any additional documents or clarification. Department Secretary Sending a text message or email via the electronic service provided according to the approved communication form No. x., to inform them of the progress of their complaint 1 working day Responsible Person 5 Examining the complaint and reviewing all documents. 2 working days Preparing a summary of the complaint, including the most important merits of the complaint, the most important documents attached to it, and the recommendations proposed for it. 2 working days

Version:01/2025 Complaints Section Procedures Manual Procedures Manual 10 Complaints Department Procedure Workflow Chart Procedure No (050103): Examining Complaints Responsible Employee Depertment Secretary Director of Complaints Department Directing the referral to the officer-in charge to initiate procedures for examining the complaint. An initial examination of the complaint and the documents attached to it and determining the additional documents required to examine the complaint. Communicating with the complainant according to the approved means of communication, to request any documents or additional clarifications. Sending a text message or email through the electronic service provided approved for communication to inform the complainant of the status of the complaint. Addressing concerned parties and holding meetings and upgrading the record of events Is there a settlement? Yes No Attaching all documents on the automated system, recording the final result, and raising the case of suspicion (if any) to the competent department within the QFMA. Submitting a request to close the complaint Saving and archiving Approval of closing the complaint Extending the statutory period and taking the necessary measures and recommending appropriate action in this regard. Recommending the Department to take appropriate action against the complaint and raising the case of suspicion (if any) to the competent department within the QFMA The Department approves the recommendation following discussion and amendment. Assigning an outgoing number for the notification, saving it, and delivering it along with a performance satisfaction questionnaire to the complainant

Version:01/2025 Complaints Section Procedures Manual Procedures Manual 11 Complaints Department Procedure No. (050104): Complaint handling Procedure No. (050104) Handling Complaints Responsible Person Step Form Used Duration Handling Complaint and Discussing Settlement Reviewing the complaint summary and its recommendation to proceed with the complaint resolution procedures. 1 working day Complaints specialist The complaint should be referred to the respondent, and efforts should be made to discuss its resolution with the complainant. They are to be given three working days to report the final result via the complaints system. 3 working days Reviewing the report and verifying the resolution procedures, as well as confirming that the respondent entity has provided a response through the complaints system. 3 working days If a response is not received within the specified period, the respondent entity will be contacted to ensure that it is taking all necessary procedures to attempt settlement. 1 working day If the respondent entity wishes to extend the period for examining the complaint, the request will be submitted to the Head of the Complaints Section for approval. 1 working day Head of the Complaints
Section
The request must be approved prior to being processed by the responsible employee, in accordance with the procedures established by the Department. 1 working day Complaints specialist Submitting a request to the Head of the Complaints Section to complete the complaint handling procedures. 1 working day When required, the QFMA conducts settlement sessions for the disputing parties to negotiate the settlement within the statutory complaint period. It is essential to monitor and document all facts and outcomes achieved via the complaint system. 5 working days If a settlement is reached, the complainant shall be contacted and informed of its completion, and it shall be verified that the settlement was carried out in accordance with the applicable regulatory procedures. 1 working day 10 If the statutory period expires and indications of a settlement emerge, one may seek an extension for an additional five working days from the complaint filing date. 5 working days Head of the Complaints
Section
11 Obtaining the Head of the Complaints Section's approval and presenting it to the Director of the Complaints Department. 2 working days Director of the Complaints Department 12 Granting approval if deemed suitable or recommending modification if necessary. 1 working day

Version:01/2025 Complaints Section Procedures Manual Procedures Manual 12 Complaints Department Preparing and issuing a request for insights Complaints specialist 13 If a settlement is not reached, it is advisable to send a request for insights to the respondent containing the specifics and particulars of the complaint. 3 working days Head of the Complaints
Section
Reviewing the request to ensure its completeness and accuracy, followed by either approving it or returning it to the responsible specialist for further action if any observations are noted. If no observations are found, the request shall be forwarded to the director of the complaints department. 2 working days Director of the Complaints Department 15 Approval of the request for insights or returning it to the Head of the Complaints
Section if there are any comments. 1 working day
Department
Secretary 16
Assigning outgoing number of the request for insights and entering it into the complaints system, including all attachments. 2 working days Complaints specialist 17 Examining the respondent's reply and advising on the suitable course of action concerning the complaint, ensuring that it preserves the rights of all involved parties and complies with the Qatar Financial Markets Authority law, its executive regulations, and associated regulations. Form 1 working day Head of the Complaints
Section
18 Approval or returning the advice to the Head of the Complaints Section if there are any comments. 1 working day Director of the Complaints Department 19 Approval and forwarding the advice to the QFMA or returning it to the Head of the Complaints Section if there are any comments. 1 working day Closing the complaint Complaints specialist 20 A request to close the complaint is submitted once all processing procedures are complete and all relevant documents are attached, as applicable in the following scenarios:

• Settlement.
• Expiry of the statutory period.
• Tanāzul.
• Not following up.
• Duplicated.
• Withdrawing the complaint after informing the complainant.
• Retracting the complaint at the request of the complainant.
• The process concludes with the QFMA issuing a decision to dismiss the
  complaint.
  2 working days
  Head of the
  Complaints
  Section
  Approving the Clouser request or rejecting it if any comments are present, then submitting a request to the director of the complaints department to approve the request. . 1 working day

Version:01/2025 Complaints Section Procedures Manual Procedures Manual 13 Complaints Department Director of the Complaints Department 22 Approval or returning the closure request to the Head of the Complaints Section if there are any comments. 1 working day Complaints specialist 23 The complainant shall be contacted to assess their satisfaction with the quality of work performance and the handling procedures, in accordance with Form (X) of the Complainant Satisfaction Survey. The completed form shall be attached to the complaint documentation within the complaints management system. Form 2 working days Department Secretary 24 Documenting a file for each complaint in the complaints system so that the file includes the following data:

• Complainant's information: Name, ID number, phone number, and information
  of the attorney, if present, or the guardian, in the case of a minor.
• Information of the respondent (name, address, and means of contact).
• The date and number of the complaint in the complaints system, and the name
  of the disgnated employee.
  This includes the following documents:
• Outgoing and incoming correspondence.
• Actions taken and results of negotiation and settlement.
• Subsequent correspondence.
• Notifications in the event of non-settlement.
• The decision taken regarding the complaint.
  2 working days

Version:01/2025 Complaints Section Procedures Manual Procedures Manual 14 Complaints Department Retention and archiving Department Secretary Hard copies of the original documents and attachments related to received complaints, if available, shall be organized and stored in the department’s files in accordance with a monthly, sequential, and annual filing system. These documents shall then be transferred to the department’s physical archive. Following this process, all records must be electronically archived in the designated complaints management system. 1 working day The original documents and attachments of the received correspondence related to the complaint are kept in the Department’s files and added to the complaint file, according to the number and date of the complaint, report, inquiry or transaction. 1 working day Inventorying the files on an annual basis after ensuring their completeness and inventory, according to Form 2, “Annual Inventory Report for the Department’s Archives.” Form 5 working days Director of the Complaints Department 28 Approval of Inventory Form, "Annual Inventory Report for the Department’s Archives.” Form 1 working day Department Secretary 29 Transferring the files to the central archive at the QFMA’s headquarters. 2 working days

Version:01/2025 Complaints Section Procedures Manual Procedures Manual 15 Complaints Department Procedure Workflow Chart Procedure No (050104): Handling Complaints Complaints specialist Department Secretary Director of Complaints Department Head of Complaints Department Reviewing the recommendation and summary of the complaint to proceed with the established procedures for handling the complaint The complaint should be referred to the respondent, and efforts should be made to discuss its resolution with the complainant to report the final result via the complaints system. Reviewing the report and verifying the treatment procedures and that the respondent entity responded through the complaints system. Was there a response within the limited period? Yes No Communicating with the respondent to ensure that it is taking all necessary procedures to attempt settlement Extending the period for examining the complaint? Yes No Submitting the request to the Head of the Complaints Department for approval The request should be approved in order to be processed by the officer-in charge following the procedures established by the Department. Submitting a request to the Head of the Complaints Department to complete the complaint handling procedures A

Version:01/2025 Complaints Section Procedures Manual Procedures Manual 16 Complaints Department Procedure No (050104): Handling Complaints Complaints specialist Department Secretary Director of Complaints Department Head of Complaints Department The request should be approved in order to be processed by the officer-in charge following the procedures established by the Department. A When necessary, settlement sessions are held within the QFMA for the disputing parties to discuss settlement during the statutory period of the complaint Is there a settlement? Yes No Communicating with the complainant to inform them of settlementand ensuring that the settlement was completed in accordance with statutory procedures Obtaining the approval of the Head of the Complaints Department and presenting it to the Director of the Complaints Department. Granting approval if deemed suitable, or suggesting amendments if considered necessary. Recommending sending a request for insights to the respondent regarding the content and details of the complaint Reviewing the insights request and approving it Yes No Reviewing the insights request and approving it No Yes Assigning outgoing number of the request for insights and entering it into the complaints system, including all attachments. Reviewing the respondent s response and recommending taking appropriate action regarding the complaint as permitted by the Qatar Financial Markets Authority law. B

Version:01/2025 Complaints Section Procedures Manual Procedures Manual 17 Complaints Department Procedure No (050104): Handling Complaints Complaints specialist Department Secretary Director of Complaints Department Head of Complaints Section Reviewing the respondent s response and recommending taking appropriate action regarding the complaint as permitted by the Qatar Financial Markets Authority law. B Submitting the recommendatio n to the QFMA management Reviewing report and approving it Yes No Reviewing recommendation and approving it No Yes A request to close the complaint is submitted once all processing procedures are complete and all relevant documents are attached, as applicable in the following scenarios:
Reviewing the request and approving it
Yes
No
Reviewing the request andapproving it No Yes C

Version:01/2025 Complaints Section Procedures Manual Procedures Manual 18 Complaints Department Procedure No (050104): Handling Complaints Complaints specialist Department Secretary Director of Complaints Department Head of Complaints Department C Communicating with the complainant to fill out the questionnaire to measure the extent of the complainant s satisfaction with the quality of work performance and attaching it to the complaint documents in the complaints system. Documenting a file for each complaint in the complaints system The originals and attachments of the complaint contained in paper form are kept in the department s files on a monthly, serial and annual basis, and kept in the department s archive. The originals and attachments of the memos received related to the complaint are kept in the department s files and added to the complaint file, according to the number and date of the complaint, report, inquiry or transaction. Conducting an inventory of files on an annual basis after ensuring their completeness and inventory Approval of Inventory Form, "Annual Inventory Report for the Department s Archives. Transferring the files to the central archive at the QFMA s headquarters.

Version:01/2025 Complaints Section Procedures Manual Procedures Manual 19 Complaints Department Third: Procedures for Reviewing and Processing Reports. Procedure No. (050105): Reviewing and Processing Reports Procedure No. (050105) Reviewing and Processing Reports Responsible Person Step Form Used Duration Reviewing and Processing Reports Director of the Complaints Department 1 Referral of the report to the Complaints Specialist for immediate action and handling. 1 working day Complaints specialist Reviewing the issue initially to ensure the objectivity of the report and that all documents and information are complete. 5 working days If a report emerges from a complaint and data are deficient, the specialist in charge of the Complaints Unit will be notified to gather the necessary information. 1 working day Communicating with the informant to obtain other details and clarifying the status of the matter and the status of the report whenever necessary. 3 working days 5 Examining the report and reviewing all documents. 10 working days Reviewing the issue and preparing a report referring a communication to be submitted to the competent department for consideration, including proof of the existence of a violation, if possible, in accordance with Form No. 6,in “Report of Referral of a Communication.” Form 5 working days A report is prepared in which the report is referred and submitted to the Head of the Complaints Section for review through the complaints system. 3 working days Head of the Complaints
Section
Reviewing and approving the report, then presenting it to the Director of the Complaints Department for approval. If there are any comments, it will be returned to the reports specialist. 3 working days Director of the Complaints Department Reviewing the report, approving it, and referring it to the competent department. in case any remarks or comments are identified, the report shall be returned to the Head of the Complaints Department for correction Form 2 working days

Version:01/2025 Complaints Section Procedures Manual Procedures Manual 20 Complaints Department the designated Follow-up employee 10 Follow up on referrals through the shared database. 2 working days Closing the report Reports specialist A request to close the complaint is submitted once all processing procedures are complete and all relevant documents are attached, as applicable in the following scenarios:

• Referring the communication to the Inspection & Surveillance
  Department.
• Referring the communication to the Corporate Governance Department.
• Referring the communication to the Anti-Money Laundering and
  Combating the Financing of Terrorist Department.
• Referring the communication to the ××××× Department
• Lack of competence.
• An invalid communication.
• Malicious communication.
• Duplicated.
  2 working days
  Director of the
  Complaints
  Department
  Approving the Clouser request or rejecting it if any comments are present, then submitting a request to the director of the complaints department to approve the request. . 1 working day Director of the Complaints Department 13 Approval or rejecting the closure request if there are any comments. 1 working day Department Secretary Documenting a communication file in the complaints system so that the file includes the following data:
• Informant data: Name, ID number, phone number, and information of the
  attorney, if present.
• The date and number of the complaint in the complaints system, and the name
  of the disgnated employee.
  It includes the following documents, if any:
• Outgoing and incoming letters.
• Actions taken.
• Subsequent correspondence.
  3 working days

Version:01/2025 Complaints Section Procedures Manual Procedures Manual 21 Complaints Department Preservation and archiving Department Secretary The originals and attachments of the communication received in paper form are kept in the department’s files on a monthly, serial and annual basis, and kept in the department’s archive, after completing the procedures for storing them electronically in the complaints system. 1 working day The original documents and attachments of the received correspondence related to the report are kept in the Department’s files and added to the complaint file, according to the number and date of the complaint, report, inquiry or transaction. 1 working day Inventorying the files on an annual basis after ensuring their completeness and inventory, according to Form 2, “Annual Inventory Report for the Department’s Archives.” Form 5 working days Director of the Complaints Department Approval of Inventory Form 2, annual inventory minutes for the Department’s archives.” Form 1 working day Department Secretary 19 Transferring the files to the central archive at the QFMA’s headquarters. 2 working days

Version:01/2025 Complaints Section Procedures Manual Procedures Manual 22 Complaints Department Procedure Workflow Chart Procedure No. (050105): Reviewing and Processing Reports Complaints specialist Department Director Head of Complaints Section Follow-up officer-in charge Reports specialist Department Secretary Forwarding a referral to the reports specialist to initiate processing procedures. Reviewing the issue initially to ensure the objectivity of the report and that all documents and information are complete. If a report emerges from a complaint and data are deficient, the specialist in charge of the Complaints Unit will be notified to gather the necessary information. Communicating with the informant to obtain other details and clarifying the status of the matter and the status of the report whenever necessary. Examining the report and reviewing all documents. Reviewing the issue and preparing a report referring a report to be submitted to the competent department for consideration, including evidence of a violation, if possible. A report is prepared in which the report is referred and submitted to the Head of the Complaints Section for review through the complaints system. Reviewing the report and approving it Yes No Reviewing the report, approving it, and referring it to the competent department. Follow up on referrals through the shared database A request to close the report is submitted once all processing procedures are complete and all relevant documents are attached. Approving or rejecting the closure request if there are comments and submitting a request to the Director of Complaints Department to approve the request. Approval of the closure request or rejecting it if there are any comments. Documenting a report file in the complaints system A

Version:01/2025 Complaints Section Procedures Manual Procedures Manual 23 Complaints Department Procedure No (050105): Reviewing and Processing Reports Complaints specialist Department Director Head of Complaints Section Follow-up officer-in charge Report specialist Department Secretary Documenting a report file in the complaints system A The originals and attachments of the report contained in paper form are kept in the department s files on a monthly, serial and annual basis, and kept in the department s archive. The originals and attachments of the memos related to the report are kept in the department s files Conducting an inventory of files on an annual basis after ensuring their completeness and inventory Approval of Inventory Form 2, annual inventory minutes for the Department s archives. Transferring the files to the central archive at the QFMA s headquarters.