Complaints

Please fill out the following form in order to submit a complaint.

First name

Last name

Phone

Company name

Date picker

Has the complaint been notified to the Complaints Officer?

Yes

Please describe the nature of the loss claimed/damages sought (if any)

Has the complaint been resolved? (Provide brief details)

Are any procedural changes necessary to avoid recurrence of the matter complained of? If so, have these changes bee implemented? (Provide brief details)

Please provide a summary of the complaint - including time and date the matter leading to the complaint occured, and the representative(s) involved in the complaint.

Please email any documentation you may have to support this complaint to info@nineblockscapital.com

Initials

I declare that the info I’ve provided is accurate & complete

Complaints Handling Procedure

Definition of Complaint

For the purposes of the submission of this form and for our own internal complaints handling procedures, a complaint is defined as any expression of dissatisfaction, whether oral or written, regarding Nine Blocks' products, services, employees, or any other aspect of its operations, received from institutional investors and qualified high-net-worth individuals.

Framework

All complaints by current, prospective or past clients and investors in any Fund should be notified to the management and the Compliance Officer immediately. All complaints must be handled in a timely and appropriate manner, and effective remedial action must be taken. The Compliance Officer should log complaints and ensure the senior management is aware of them. All complaints should be acknowledged within 7 days.

Procedure

Step 1: Recording the complaint

Employees who receive a complaint, either in writing or verbally, must promptly record the complaint by completing the Client Complaint Record and forwarding it to the Compliance Officer immediately. Any related correspondence must be attached to the Client Complaint Record. In the event a complaint is made verbally, Employees should request the complainant to submit the complaint in writing. Notwithstanding, the written complaint should not delay Employees from notifying the Compliance Officer. Employees are prohibited from privately negotiating the settlement of any complaint. To ensure a complaint is handled in a fair and impartial manner, Employees involved in the conduct of the financial service for which the complaint is made must not handle the complaints resolution. The Firm shall not limit clients to submitting complaints through one specific channel or form. A verbal expression of dissatisfaction is recognized as a formal complaint and will be processed immediately regardless of whether a written follow-up is received. No fees or charges shall be imposed on any client for the submission, handling, or resolution of any complaint

Step 2: Notification of receipt of complaint

The Compliance Officer will notify the Chief Executive Officer of the complaint and together, depending on the severity of the complaint:

(a) seek to resolve the complaint on the same day of receipt. If resolution is possible on the same day, the resolution will be communicated in writing by either the Compliance Officer or the Chief Executive Officer, as appropriate on that day;

(b) in the event the complaint cannot be resolved the same day, the Compliance Officer will acknowledge receipt of the complaint in writing to the client as soon as possible and at the very least within one (1) week of receipt, provide an overview of the Firm’s complaint procedures, and provide a timeframe for resolution, which should be as soon as possible and at the very least within four (4) weeks from receipt.

Extraordinary Circumstances: In the event that a complaint cannot be resolved within four (4) weeks due to extraordinary circumstances, the Firm will provide the client an update on the status and the reason for the delay. In all such cases, the complaint shall be resolved no later than eight (8) weeks from the date it was initially made.

Step 3: Investigation of complaint

The Compliance Officer and the Chief Executive Officer will together take the necessary steps to investigate and resolve the complaint fairly, consistently and promptly within the anticipated timeframe communicated to the client.

Step 4: Communicate resolution

Upon conclusion of the investigation the client must be informed of the resolution in writing by either the Compliance Officer or the Chief Executive Officer, as appropriate, as soon as possible and at the very least within the timeframe communicated to the client. The Firm must comply with the resolution communicated with the client. If the complainant is not satisfied with the resolution, the Firm will inform the complainant of other avenues, if any, for the resolution of the complaint, such as an external dispute resolution arrangement, arbitration or the UAE Court and provide him with the appropriate contact details upon request.

Step 5: Root Cause Analysis and Mitigation

The Compliance Officer shall perform a Root Cause Analysis to identify and remedy any recurring or systemic problems. This includes assessing whether such root causes affect other processes or clients who have not yet filed a complaint. Nine Blocks is committed to proactively implementing enhancements to systems and controls to prevent future occurrences of identified issues.

Step 6: Review and mitigate

The Compliance Officer will review the Firm’s systems and controls, where relevant in light of the complaint, and make the necessary enhancements to prevent any recurring or systemic problems identified.

Step 7: Report to Board

The Compliance Officer reports any complaints and their status to the Board as part of its quarterly compliance report.

Record Keeping

All complaints received, along with their resolutions and any other related documentation, will be appropriately recorded and maintained by Nine Blocks. These records will be retained in accordance with applicable laws and regulations.