Additional information on our complaints procedure.
In the unlikely event of you having any reason to feel dissatisfied with any aspect of our service, in the first instance you should email our Trading Services Department at email@example.com or call +971 (0)4 559 2108, as the vast majority of complaints can be dealt with at this level.
If Trading Services are unable to resolve the matter you may refer it as a complaint to our Compliance Department. Please set out the complaint clearly in writing for the attention of the Compliance Department. The Compliance Department will carry out an impartial review of the complaint with a view to understanding what did or did not happen and to assess whether we have acted fairly within our rights and have met our contractual and other obligations. A final written response will be provided within 60 days of receiving the complaint and often much sooner. However we will provide you with an update within a period of 30 days from the receipt of your complaint.
Please write to firstname.lastname@example.org, or mail us at:
DIFC, Al Fattan Currency House, Tower 2, level 27
If you do not feel your complaint has been resolved satisfactorily you may then refer the matter to the DFSA.
The DFSA is the independent regulator of all financial and anciliary services conducted throught the DIFC.
Contact the DFSA:
Dubai Financial Service Authority
PO Box 75850,
Level 13, West Wing, The Gate, DIFC
Phone: +971 (0)4 559 2108
Complaints Portal: https://www.dfsa.ae/en/MediaRelease/Complaints
Further information can also be found at www.dfsa.ae