Definitecom Financial Brokerage Services L.L.C is a limited liability company under the laws of the Emirate of Dubai, United Arab Emirates, under Commercial License No. 1579335. The Company is authorised by the United Arab Emirates Capital Market Authority as a category 1 trading broker for over-the-counter derivatives contracts and foreign exchange spot markets, under licence number 20200000462, and category 5 arranging and advising under licence number 20200000460 whose registered address is Office 1604, 16th Floor, One by Omniyat, Business Bay, Dubai, United Arab Emirates (hereinafter referred to as the “Company”, “Definitecom”, and/or “We”).
This Complaints Handling Procedure applies to all services and activities provided under both licence categories.
We are committed to treating clients fairly and handling complaints in a clear, timely, and consistent manner, in accordance with the regulations of the Capital Market Authority (CMA). If you are dissatisfied with any aspect of our products or services, you can raise your concern with us using the process below. All complaints are handled in a transparent, timely, fair and consistent manner.
For the purposes of this Procedure, a 'complaint' is defined as any expression of dissatisfaction, whether oral or written, by a client, potential client, or business partner about the provision of, or failure to provide, a financial service or product by Definitecom, which:
- alleges that the complainant has suffered, or may suffer, financial loss, material distress, or material inconvenience, or
- alleges that the Firm acted outside the terms of a relevant client or business partner agreement, or
- involves, or is alleged to involve, a breach of any statutory or regulatory requirement, or
- concerns malpractice, impropriety, or any matter which could result in financial loss.
How to submit a complaint
In the first instance, please contact our Customer Support team using the details below:
Email: complaints@definite.com
Phone: +97145706837
Complaints may also be submitted in person at our offices or through any other communication channels made available by us from time to time.
Complaints may be submitted in English or Arabic. We will ensure that complaints submitted in either language are handled appropriately.
All complaints are subject to oversight by our Head of Compliance, who is responsible for ensuring that complaints are handled fairly, consistently, and in accordance with applicable regulatory requirements.
If you require additional assistance in submitting or pursuing your complaint due to personal circumstances, please let us know and we will provide reasonable support. You may also appoint a representative to act on your behalf with appropriate written authorisation.
All complaints will be overseen by ourHead of Compliance, who is responsible for ensuring complaints are handled fairly and in accordance with CMA regulations.
To help us review your complaint efficiently, please include:
- your full name and account number
- your contact details
- a clear description of the issue
- the resolution you are looking for
- any relevant documents or screenshots that may support your complaint.
If you require any assistance in submitting your complaint, please contact us and we will provide reasonable support.
What happens next
If we receive your complaint outside of business hours or on a non-business day, it will be deemed received on the next business day.
Once we receive your complaint, we will send you a written acknowledgement by email within 48 hours (and in any event within 5 business days in accordance with regulatory requirements) of receiving it. Where you have indicated a preferred method of communication, we will use that method where reasonably practicable.
The acknowledgement will include:
- complaint reference number
- came and contact details of the employee handling the complaint
- summary of the complaint
- details of our handling procedures
- timeline for resolution and/or update.
Where we are able to resolve your complaint within the applicable acknowledgement period, the acknowledgement may be combined with our final response.
Your complaint will be investigated by personnel who were not directly involved in the subject matter of the complaint, to ensure an impartial and fair review.
The individual handling your complaint will have the appropriate authority to resolve the matter or will have direct access to someone who does.
We will keep you informed of the progress of your complaint throughout the investigation.
Where your complaint cannot be resolved by our Customer Support team, it will be escalated to our Compliance function for further review.
We will endeavour to resolve all complaints as quickly as possible.
Simple complaints that can be resolved easily will be resolved within seven (7) working days of receipt where feasible.
For all complaints, we are committed to providing a final response within thirty (30) working days of receipt.
In exceptional circumstances where the complexity of the complaint requires additional time, we may extend this period by a further thirty (30) working days, provided that we:
- notify you in writing of the reason for the delay
- apologise for the delay
- provide you with an expected date for the final response.
We may contact you to request additional information or documentation where necessary to investigate your complaint.
If we are unable to provide a final response within four (4) weeks of receipt of your complaint, we will inform you of the reasons for the delay and provide an update on the progress of your complaint.
If we are still unable to provide a final response within eight (8) weeks, we will inform you of the reasons for the further delay, indicate when we expect to provide a final response, and remind you of your right to escalate the matter to the CMA where applicable.
If we do not receive a response within 10 business days, we may close the complaint in our records. This does not affect any rights available to you under applicable law or regulation. You will be informed of this deadline within the final response letter.
Depending on the nature of the complaint, such as unauthorised activity or potential fraud, security concerns, or suspected breaches of applicable laws or regulations, 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.
Such restrictions may include, for example, temporary suspension of withdrawals, restrictions on trading activity, or, in more serious cases, temporary suspension of account access, to the extent reasonably necessary to protect you and/or the Firm.
These measures may be applied where there is a reasonable basis to believe that the account may have been compromised, involved in unauthorised activity, or subject to fraud or financial crime risks.
In some cases, part or all of your complaint may need to be referred to another entity for investigation. If this is necessary, we will:
- only refer your complaint with your agreement
- notify you in writing of the referral, including the date, the responsible person at the other entity, and their contact details
- continue to handle any part of your complaint that is not referred.
If you do not agree to the referral or do not respond within 10 business days, your complaint will be considered based on the available information, or it will be returned to you with guidance on how to file the complaint with the relevant body/organisation.
Where this applies, we will:
- notify you in writing, explaining the nature and reasons for the restrictions
- ensure the restrictions are proportionate and limited to what is reasonably necessary
- review the restrictions regularly and lift them when they are no longer needed
- provide you with the opportunity to contact us and present any relevant information in relation to the restriction, which we will take into account as part of our review.
Final Response
Once the investigation is complete, we will issue a Final Response in writing, over a durable medium, and approved by our Category Manager and Compliance Officer setting out:
- Accept your complaint and, where appropriate, offer redress
- Offer redress without accepting the complaint
Reject your complaint and provide clear reasons for our decision
The Final Response will also include:
- A summary of your complaint as understood by us
- A summary of our investigation and findings
- The reasons for our decision
- Our decision in relation to your complaint (including whether the complaint is upheld, partially upheld, or rejected)
- Details of any remedial action or redress we will provide
- Information about your right to request an internal review of the decision within 10 working days of receiving the Final Response
- Information about your right to escalate the complaint to the Securities and Commodities Authority (SCA/CMA) if you remain dissatisfied, including that you must do so within six (6) calendar months of receiving our Final Response
- Contact details for the SCA/CMA
- Information about your right to pursue the matter through the UAE courts or other dispute resolution mechanisms
Where your complaint is upheld and we are found at fault, we will apologise, correct the position (if applicable), and provide fair compensation — financial or otherwise — for any acts or omissions for which we were responsible.
Where we offer redress, we will give effect to any offer accepted by you promptly and in accordance with the terms set out in the Final Response..
If we do not uphold your complaint, we will explain our decision clearly.
If you remain dissatisfied
If you remain dissatisfied after receiving our final response and are eligible to do so, you may escalate your complaint to the CMA. You must do so within 6 calendar months of receiving our final response.
If you have not received a final response within 30 business days of receipt of your complaint (or 60 where an extension has been notified to you), you may also escalate your complaint to the CMA without waiting for the final response.
You may contact the CMA through:
- website: www.sca.gov.ae (Investor Protection / Complaints section)
- call Centre: 800 722 823
The CMA's Investor Protection Department will review your complaint and may mediate or act as appropriate.
Please note that escalating your complaint to the CMA does not affect your right to seek resolution through the UAE courts or any other dispute resolution mechanism available to you under applicable law or your Client Agreement.
Record-keeping and reporting
We maintain a complaints register recording all complaints received, including the nature of the complaint, how it was investigated, the outcome, and any redress offered. All complaint records are retained for a minimum of 10 years in accordance with CMA regulations.
Complaints data is reported to the CMA as required. Complaints are also reviewed regularly by our Executive Management and the Board to ensure adequate handling and improve our services and operations.
Complaints handling procedure
Our internal complaints handling procedures are published to our staff and are available to you on request, free of charge. If you would like a copy, please contact us using our complaint contact details above.
If your complaint is not resolved by close of business on the next business day after the day we receive it, we will automatically provide you with a copy of the complaints handling procedures free of charge.
Policy review and governance
This Complaints Policy is approved by the Executive Management and the Board of Directors. It is overseen by the Head of Compliance and reviewed at least annually to ensure it remains effective and compliant with CMA regulations.
| Last Reviewed | Next Scheduled Review | Approved by |
|---|---|---|
| March 2026 | March 2027 | Head of Compliance |