Complaints Procedure

This Complaints Procedure applies to CHY International, a trading name of CHY Investment Ltd (Company Number 11140105), registered in England and Wales.

At CHY International, we are committed to delivering a professional, transparent and high-quality advisory service.

Whilst we strive to provide an excellent experience for every client, we recognise that concerns may occasionally arise. When they do, we welcome the opportunity to understand what happened, address the issue fairly and learn from the experience.

This procedure explains how you can raise a complaint and how we will handle it.

We are committed to:

  • Treating every complaint seriously.
  • Responding professionally and respectfully.
  • Investigating concerns fairly and objectively.
  • Communicating clearly throughout the process.
  • Seeking a reasonable and timely resolution.
  • Using feedback to improve our services.

Making a complaint will not affect the professional manner in which we deal with you.

A complaint is any expression of dissatisfaction relating to our services, communication or conduct where you believe we have failed to meet your reasonable expectations.

Examples may include concerns regarding:

  • Our advisory service.
  • Communication.
  • Delays in responding.
  • Accuracy of information.
  • Client service.
  • Professional conduct.
  • Administrative processes.
  • Handling of confidential information.

Many issues can be resolved quickly through discussion.

If you have a concern, we encourage you to contact us first so that we have the opportunity to understand the issue and work towards an early resolution.

Complaints should preferably be submitted in writing and include:

  • Your full name.
  • Contact details.
  • The date(s) of the issue.
  • A clear description of your concern.
  • Any relevant supporting documentation.
  • The outcome you are seeking, where applicable.

Complaints may be sent to:

Email: info@chyintl.com

or by post to:

CHY International

A trading name of CHY Investment Ltd

Single Business Tower, 35th Floor, Office Suites 3501–3506

Business Bay, Dubai, United Arab Emirates

We aim to acknowledge receipt of your complaint within five (5) business days.

Our acknowledgement will confirm:

  • That your complaint has been received.
  • The person responsible for reviewing it.
  • The next steps in the process, where appropriate.

Every complaint will be reviewed objectively and on its individual merits.

Depending on the nature of the complaint, we may:

  • Review correspondence and documentation.
  • Speak with relevant team members.
  • Consider any supporting evidence provided.
  • Request additional information if required.
  • Consult with relevant third parties where appropriate.

We will keep you informed if additional time is needed to complete our review.

We aim to provide a substantive written response within twenty (20) business days of acknowledging your complaint.

Where this is not possible due to the complexity of the matter, we will explain the reasons for the delay and provide an estimated timeframe for completion.

Our response will normally include:

  • A summary of the issues raised.
  • Our findings.
  • Any actions taken or proposed.
  • An explanation of our decision.

Depending on the circumstances, outcomes may include:

  • An explanation or clarification.
  • A formal apology.
  • Correction of inaccurate information.
  • Improvement to our internal processes.
  • A mutually agreed resolution.
  • Confirmation that no further action is appropriate, together with the reasons for that decision.

Each complaint is assessed on its own facts and circumstances.

If you remain dissatisfied after receiving our response, you may ask for your complaint to be reviewed by a senior member of CHY International who was not primarily responsible for the original response, where this is practicable.

Please provide any additional information or reasons why you believe the matter should be reconsidered.

We will conduct a further review and provide our final position in writing.

Where a complaint relates wholly or partly to the services of an independent third party, such as:

  • A property developer.
  • A licensed real estate broker.
  • A bank or lender.
  • A solicitor.
  • A mortgage adviser.
  • A relocation provider.

we will assist, where reasonably possible, in directing your complaint to the appropriate organisation.

However, CHY International cannot investigate or determine complaints relating solely to services provided by independent third parties.

All complaints will be handled confidentially.

Information relating to a complaint will only be shared with those who require access in order to investigate and resolve the matter, or where disclosure is required by law.

Further information is available in our Privacy Policy and Confidentiality Policy.

We value feedback as an opportunity to improve.

Complaints are reviewed to help us identify:

  • Service improvements.
  • Communication enhancements.
  • Process improvements.
  • Training requirements.
  • Opportunities to strengthen our client experience.

Our objective is to continually improve the quality of our services.

We maintain appropriate records of complaints received and the actions taken to resolve them.

These records are retained securely and handled in accordance with our Privacy Policy and applicable legal requirements.

We may update this Complaints Procedure from time to time to reflect changes in our business practices or legal requirements.

The latest version will always be available on this page together with the updated effective date.

If you have any questions regarding this Complaints Procedure, please contact:

CHY International

A trading name of CHY Investment Ltd

Company Number: 11140105

📧 info@chyintl.com

📍 Single Business Tower

35th Floor

Office Suites 3501–3506

Business Bay

Dubai

United Arab Emirates

Related Policies

Please also refer to our:

Our Commitment to Fair Resolution

At CHY International, we believe that trust is strengthened by accountability.

If we fall short of the standards our clients reasonably expect, we are committed to listening carefully, investigating fairly and responding openly. Every concern provides an opportunity to improve, and we view constructive feedback as an important part of delivering a professional advisory service.