At Aafaq Islamic Finance PSC, we are committed to upholding the highest standards of fairness, ethics, and transparency in all our interactions with Customers. Our core value, "Collaborate and think Customers," reflects our commitment to working together as one cohesive team to ensure our customers receive a great and consistent experience at every touchpoint. Our Code of Fair Treatment of Customers reflects our values and culture, ensuring that every Customers is treated with respect and dignity. 

This framework outlines our commitment to various key aspects of Customers treatment, demonstrating our dedication to excellence and ethical conduct: 

Ethics, Values, and Transparency

• Governance: Our internal governance framework ensures that our Products and Services are thoughtfully designed, marketed, and distributed to meet the needs of our customers.

• Integrity in Communication: We provide clear, accurate, and truthful information about our financial products and services, ensuring Customers make informed decisions.

• Ethical Marketing: Our promotional materials are designed to be honest and transparent, avoiding any misleading claims or exaggerations.

• Honesty in Sales Practices: Our staff are trained to uphold the highest ethical standards, prioritizing the best interests of the Customers over sales targets.

• Market Conduct: We encourage customers’ trust in the safety and integrity of the financial marketplace in which we operate. Accordingly, we conduct ourselves with integrity and in a fair, honest, competent and transparent manner at all times.

Customers Relations, Complaint Management and Resolution

• Proactive Engagement: We foster positive relationships with our customers through active listening and responsive communication.

• Effective Complaint Handling: We have a robust complaint management system and a dedicated team in place, ensuring that all complaints are addressed promptly and fairly in a timely manner.

• Resolution and Feedback: We aim to resolve complaints to the satisfaction of our customers and use feedback to improve our services continuously.

People of Determination

• Accessibility Commitment: We ensure our services are accessible to all, including People of Determination and other disadvantaged groups.

• Inclusive Environment: Our staff are trained to assist Customers with special needs with respect, patience, and understanding.

Equal, Fair Treatment of All Customers

• Non-Discrimination: We treat all Customers equally, regardless of their background, ensuring no discrimination in service delivery.

• Fair Access: All Customers including vulnerable customer, who are susceptible to abuse, discrimination and harm have fair access to our financial products and services, with no favouritism or bias.

Confidentiality and Safeguarding Consumers’ Information and Assets

• Data Protection: We adhere to strict data protection policies to ensure the confidentiality of our customers’ information.

• Asset Security: Customers' assets are safeguarded with the highest security measures, ensuring their protection from any form of misuse or fraud.

Addressing Conflicts of Interest

• Transparency: We disclose any potential conflicts of interest transparently and take steps to manage them effectively.

• Prioritizing Customers’ Interests: Our Policies and Procedures ensure that the interests of our customers are prioritized above any personal or organizational gains.

Service Performance Standards

• Efficiency in Service Delivery: We are committed to providing timely and efficient services, adhering to established performance standards and turnaround time.

• Continuous Improvement: We regularly review and enhance our service delivery processes to meet and exceed Customers expectations.

Errors or Omissions

• Prompt Error Resolution: We have systems in place to quickly identify and correct any errors or omissions in our services.

• Systemic Improvements: We analyse errors to identify systemic issues and implement corrective measures to prevent recurrence.