Clients may submit complaints in writing through the designated channels or website form. Complaints are logged, acknowledged and followed up by the Compliance Department.
The complaint may be submitted in writing through the dedicated email address or the form available on the website.
The complaint is received and logged upon arrival, and the client is notified of receipt within no more than two business days.
The Compliance Department reviews the complaint and responds to the client with the outcome within the timeframe prescribed by the CMA.
If the client is not satisfied with the outcome, they may escalate the matter to the relevant regulatory authorities in accordance with the applicable procedures.
Please clearly describe the complaint, provide the necessary contact information and attach any supporting documents where applicable.
The Compliance Department reviews complaints and responds within the prescribed regulatory timeframe, while preserving the client’s right to escalate to the relevant authorities if they are not satisfied with the outcome.
A clear process that protects the client’s rights and connects complaint handling with regulatory requirements.
The complaints page is intended for formal complaints, while general inquiries may be submitted through the regular contact channels.