Complaints

Complaints

Making a complaint
• You have the right to complain to a Centre Participant if you have a problem with the service they are providing. An Authorised Firm must ensure that a copy of its Complaints handling procedures is available

free of charge to any Client on request. An Authorised Firm should ackowledge the receipt of your Complaint within 7 days and resolve most Complaints within 60 days.

If the complainant is not satisfied with the redress offered by the Authorised Firm, the latter must inform the complainant of other means of resolving the Complaint. Appropriate contact details must be provided upon request.

  • If you are not happy with the firm’s response, they reject your complaint or you do not hear from them, you have the right to take your complaint to AFSA, arbitration or the AIFC Courts.
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