Complaints Handling
Complaints Handling
Univia Tax — UAE Tax Compliance & Business Records
Effective date: 4 August 2026 · Last updated: 19 Jul 2026
If something has gone wrong, we want to hear it and fix it. This procedure sets out how to complain, what we will do, and how long it will take.
It reflects good practice under UAE Federal Law No. 15 of 2020 on Consumer Protection — https://uaelegislation.gov.ae/en/legislations/1455/download — and applies to all customers, whether or not that law applies to them.
[REQUIRES QUALIFIED LEGAL REVIEW] — whether and how UAE Federal Law No. 15 of 2020 and its Implementing Regulation apply to a B2B SaaS subscription (and in particular to sole establishments and natural-person customers), and what mandatory response periods or remedies follow, must be confirmed by counsel. The timescales below are commitments Univia chooses to make, not a statement of statutory entitlement.
1. What this covers
Any dissatisfaction with Univia Tax or with Univia Global Consultancy in connection with it, including: a defect or incorrect result; billing; service availability; support quality; data protection or a data subject request; the conduct of a Univia representative; or a security concern.
This procedure does not cover:
• The correctness of your tax filing. Univia does not file and does not advise. A dispute with the Federal Tax Authority is between you and the FTA. We will help you understand how the Service produced a figure; we cannot resolve an assessment on your behalf.
• A professional advisory engagement with Univia Global Consultancy, which has its own complaints route under its engagement letter.
• A security vulnerability report — please use the responsible disclosure route in docs/legal/security-and-incident-notice.md instead, which is faster and better suited.
2. Before you complain — the quick route
Many issues resolve in one message to support: support@univiaglobal.com . If you would rather go straight to a formal complaint, do so — you are not obliged to try support first.
3. Stage 1 — Raise the complaint
Email: support@univiaglobal.com Post: Univia Global Consultancy L.L.C-FZ, Trade Licence No. 2534238.01, Meydan Grandstand, 6th Floor, Meydan Road, Nad Al Sheba, Dubai, United Arab Emirates In-product: [PRODUCT FOLLOW-UP — an in-app complaint route should be added.]
Please include, so far as you can:
1. Your name, business name, and account email.
2. What happened, and when (DD MMM YYYY).
3. What you would like us to do about it.
4. Anything that helps — screenshots, document or record references, invoice numbers, dates and times.
Complain in English or Arabic. [CONFIRM Arabic-language handling capability before publication.]
You may complain through a representative; we may ask for confirmation of their authority before discussing your account.
Our commitments at Stage 1
| Step | Timescale |
|---|---|
| Acknowledge your complaint, with a reference number and the name of the person handling it | 2 business days |
| Substantive response | 10 business days |
| Where more time is genuinely needed (for example, a technical investigation) | We will tell you before day 10, explain why, give a revised date, and keep you updated at least every 10 business days. Total time will not exceed 30 business days without your agreement |
Complaints are handled by someone not directly responsible for the matter complained about, wherever the size of the team allows.
What the Stage 1 response will contain
• What we found.
• Whether the complaint is upheld, upheld in part, or not upheld — and why, in plain English.
• What we will do: a fix, a credit or refund, a process change, an apology, or a combination.
• Timescales for anything outstanding.
• How to escalate if you are not satisfied.
4. Stage 2 — Escalation within Univia
If the Stage 1 outcome does not resolve matters, reply within 20 business days asking for escalation, saying why the outcome does not resolve it.
The complaint is reviewed by the Managing Partner of Univia Global Consultancy, who was not involved at Stage 1.
| Step | Timescale |
|---|---|
| Acknowledge the escalation | 2 business days |
| Final response | 15 business days |
The Stage 2 response is Univia's final response. It will say so, and it will explain the external options at clause 5.
5. If you are still not satisfied
Nothing in this procedure limits your rights. You may, at any time:
• Consumer protection. Where UAE Federal Law No. 15 of 2020 on Consumer Protection applies to you, complain to the Ministry of Economy through its consumer protection channels, or to the relevant emirate-level consumer protection authority (for example, Dubai's Department of Economy and Tourism, or Abu Dhabi's Department of Economic Development).
• Data protection. Complain to the UAE Data Office established under Federal Decree-Law No. 45 of 2021, in respect of the handling of personal data.
• Legal proceedings. You may pursue your rights in accordance with clause 18 of the Terms of Use. The parties should first use this complaints procedure in good faith, without restricting any urgent or mandatory legal remedy.
We will tell you which of these routes is available to you in the final response.
6. Money-related outcomes
Where the resolution of a complaint involves a refund, credit, discount, or waiver, that amount is a financial commitment. It requires approval by the Managing Partner before it is offered to you, and the amount, purpose, and supporting reference will be recorded. This is an internal control; it does not delay the timescales above, and we will not use it as a reason to defer a decision.
7. Records and learning
• Every complaint is logged: date received, complainant, subject, stage, handler, outcome, resolution date, and any remedy given.
• Complaint records are retained for five years, or longer where reasonably required for a legal claim, investigation or mandatory record-retention obligation, and are held securely under the Privacy Notice.
• Complaints are reviewed periodically for patterns. Where a complaint reveals a defect, a documentation gap, or an unclear term, the underlying cause is fixed — not just the individual case.
• A complaint indicating that the computation engine or a legal citation is wrong is escalated immediately and treated as a priority, because it affects every customer, not only the complainant.
8. Treating you fairly
We will handle your complaint courteously, without penalising you for making it. Making a complaint will never, by itself, affect your access to the Service, your pricing, or your renewal.
Univia Global Consultancy — Univia Global Consultancy L.L.C-FZ, Trade Licence No. 2534238.01, Meydan Grandstand, 6th Floor, Meydan Road, Nad Al Sheba, Dubai, United Arab Emirates Complaints: support@univiaglobal.com · Support: support@univiaglobal.com · Data: support@univiaglobal.com · Security: support@univiaglobal.com