The Complainant shall explain in detail the facts behind the complaint, providing all relevant supporting documentation if applicable.
A complaint can be made by the following:
To make complaints through a phone call, please contact +971-4-836-1888
For complaints by email, please send to email@example.com
To send complaints through post, please use the following address:The Complaints Officer Coinvesting Capital Limited Gate Village 5,
The individual responsible for complaints received at Coinvesting Capital Limited is the Compliance Officer & MLRO, Mr. Isahaq Aslam.
Coinvesting Capital Limited will acknowledge the complaint within 48 hours of receipt and will inform the Complainant of the name and contact details of the person handling the complaint
If the complaint is not resolved within a period of 10 working days from the receipt of the complaint, then an interim correspondence informing the customer that the said complaint is in the process of resolution will be sent. A final written response once approved by the Senior Executive Officer and Compliance Officer & MLRO will be sent to the Complainant no later than 21 working days after receipt of the complaint.
Where a response cannot be provided within the prescribed period of 21 working days, the complainant will be informed of the cause of the delay with an indication of the date by which the investigation will be completed and a final response issued. If the complainant is not satisfied with the response, then he/she may seek an appointment with the Senior Executive Officer to seek redressal of his/her grievance.
While Coinvesting Capital Limited shall always endeavor to do its best to resolve all complaints, there may be times where a Complainant does not deem the final response received to be satisfactory. In such instances, he/she may approach the Dubai Financial Service Authority (DFSA) for further resolution of the complaint by writing to them at the following address.
The DFSA, Level 13 The Gate, PO Box 75850 Dubai, UAE
via facsimile +971 (0)4 362 0801
Alternatively, he/she may access the following link on the DFSA portal and follow the instructions given therein: https://www.dfsa.ae/Consumer/Complaints