Purpose and Scope

This Complaint Handling Policy ("Policy") sets out the procedures for receiving, investigating, and resolving complaints from clients, users, and other stakeholders of ZenVisa International ("ZenVisa"), operated by Zenway International FZ-LLC, a RAKEZ-licensed company.

This Policy applies to all complaints relating to: the quality of our immigration and visa consultancy services; the conduct of ZenVisa staff, agents, or representatives; billing and payment disputes; data handling and privacy concerns; website and platform functionality; and any other aspect of our services.

Definitions

"Complainant": A person who submits a complaint under this Policy.

"Complaint": An expression of dissatisfaction about ZenVisa's services, staff, or conduct.

"Working Day": Any day other than Friday, Saturday, or UAE public holidays.

"Resolution": The final response provided to the Complainant after investigation.

Our Commitment

ZenVisa is committed to: treating all complaints seriously, fairly, and impartially; acknowledging complaints promptly; investigating complaints thoroughly; providing clear reasons for decisions; resolving complaints as quickly as possible; learning from complaints to improve services; and maintaining confidentiality throughout the process.

How to Submit a Complaint

Complaints may be submitted via: Email: complaints@zenvisa.ae; Online form: <www.zenvisa.ae/complaints>; Postal mail: RAKEZ Business Centre FZ, Ras Al Khaimah, UAE; or In-person at our registered office during business hours (Sunday to Thursday, 9:00 AM to 5:00 PM UAE time). Complaints should include: the Complainant's full name and contact details; a clear description of the complaint; relevant dates, names, and reference numbers; and any supporting documentation.

Acknowledgment

All complaints will be acknowledged within 2 Working Days of receipt. The acknowledgment will include: a unique complaint reference number; the name and contact details of the investigating officer; an estimated timeframe for resolution; and information about the complaint handling process.

Investigation Process

Upon receiving a complaint, ZenVisa will: (a) Assign the complaint to an appropriate investigating officer who has not been directly involved in the matter; (b) Review all relevant documentation, records, and communications; (c) Contact the Complainant if additional information is required; (d) Interview relevant staff members; (e) Consult external experts where necessary; (f) Maintain a complete record of the investigation.

Timeframes

ZenVisa aims to resolve complaints within the following timeframes: Level 1 (Standard): 10 Working Days from acknowledgment; Level 2 (Complex): 20 Working Days from acknowledgment; Level 3 (Escalated): 30 Working Days from acknowledgment. If a complaint cannot be resolved within the applicable timeframe, the Complainant will be informed of the delay, the reasons for it, and the new expected resolution date.

Escalation Process

If a Complainant is dissatisfied with the initial resolution, they may escalate the complaint by: requesting escalation in writing within 10 Working Days of the initial resolution; stating the reasons for dissatisfaction; and providing any additional information.

Escalated complaints will be reviewed by a senior manager who was not involved in the initial investigation. The senior manager will provide a final written response within 15 Working Days of receiving the escalation request.

Resolution and Communication

Upon completion of the investigation, ZenVisa will provide a written Resolution to the Complainant that includes: a summary of the complaint; the findings of the investigation; any remedial action taken or proposed; the rationale for the decision; and information about further escalation options if the Complainant remains dissatisfied.

Compensation

Where a complaint is upheld, ZenVisa may offer: apology; service credit or refund in accordance with our Refund Policy; corrective action to prevent recurrence; and/or other forms of redress appropriate to the circumstances. Compensation will be determined on a case-by-case basis and is not an admission of liability.

Record Keeping

All complaints and their resolutions are recorded and maintained securely for a minimum of 6 years. Records include: complaint details, investigation notes, correspondence, and resolution. These records are used for trend analysis, staff training, and service improvement.

Confidentiality

All complaints will be handled confidentially. Information will only be disclosed to third parties where: the Complainant provides consent; disclosure is required by law or regulation; or disclosure is necessary for the investigation and the disclosing party has a legitimate interest.

Regulatory Compliance

This Policy complies with: UAE Consumer Protection Law (Federal Law No. 24 of 2006); RAKEZ business conduct regulations; UAE Anti-Money Laundering requirements for complaint-related suspicious activity reporting; and applicable international standards for complaint handling.

Ombudsman and External Recourse

If a Complainant remains dissatisfied after exhausting ZenVisa's internal escalation process, they may seek external recourse through: the Ras Al Khaimah Economic Zone (RAKEZ) dispute resolution mechanism; UAE courts with jurisdiction over civil disputes; the relevant UAE consumer protection authority; or mediation or arbitration as agreed between the parties.

Training

All ZenVisa staff involved in complaint handling receive regular training on: this Policy and associated procedures; communication skills; conflict resolution; cultural sensitivity; and applicable legal and regulatory requirements.

Policy Review

This Policy is reviewed annually and updated as necessary. Complainants and stakeholders will be notified of material changes. The next scheduled review is 15 July 2026.

© 2025 Zenway International FZ-LLC (trading as ZenVisa International). All rights reserved. RAKEZ Business Centre FZ, Ras Al Khaimah, UAE.