Risk Warning: CFDs are complex instruments and carry a high risk of losing money rapidly due to leverage. These may not be suitable for all investors. Please refer to our full Risk Disclosure before trading.

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Last updated: March 2026

ComplaintsHandling Procedure

We are committed to treating clients fairly and handling complaints in a clear, timely, and consistent manner. If you are dissatisfied with any aspect of our products or services, you can raise your concern with us using the process below.

Definitecom Financial Brokerage Services LLC is licensed and regulated by the Capital Market Authority (CMA), UAE. Licence Category 1 (Licence No. 20200000462) and Category 5 (Licence No. 20200000460).

How to submit a complaint

In the first instance, please contact our Customer Support team:

Email:support@definite.com
Phone:+97145706837

To help us review your complaint efficiently, please include:

  • Your full name and account number
  • Your contact details
  • A clear description of the issue
  • Any relevant documents or screenshots that may support your complaint

What happens next

1
Once we receive your complaint, we will send you a written acknowledgement by email as soon as reasonably possible.
2
If we need additional information to investigate the matter, we will contact you. We may also keep you updated on the progress of the review where appropriate.
3
Our Customer Support team will aim to resolve your complaint promptly and, where possible, within five business days from the date of acknowledgement. Where this is not possible, we will provide an update within that period.
4
If we provide a resolution and do not hear back from you within a reasonable period, we may treat the matter as closed.
5
Depending on the nature of the complaint and the terms of the client agreement governing our relationship with you, we may place temporary restrictions on your account while the matter is being investigated.
6
Where this applies, we will notify you accordingly.

Final Response

Once the investigation is complete, we will issue a Final Response setting out:

1

The outcome of our review

2

The reasons for our decision

3

Any actions we will take to resolve the matter, where applicable

If we do not uphold your complaint, we will explain our decision clearly.

If you remain dissatisfiedIf you are not satisfied with our final response, you may escalate your complaint to the Capital Market Authority (CMA). CMA may be contacted via its website and call centre: www.sca.gov.ae | 800722823.