Complaints Handling

Client Queries and Complaints

NCM Financial Services LLC ("NCM" or "the Company", "we", "us", or "our") always endeavors to provide its customers with the highest level of services at all times, with our customer service team available to handle your queries 24×5. 
We always aim to resolve complaints as soon as possible and deeply value your feedback, as it helps us enhance the quality of our services. 

Account Queries
Any queries regarding your trading account or your dealings with NCM, can be directed to our Customer Services team via the following methods:
NCM’s UAE Offices: Al Mazaya Shopping Center, Al Wasl, Shaikh Zayed Road, Office No. 3009, Dubai, United Arab Emirates.

Client Complaint: complaint@ncmfinancials.com
Customer Service: cs@ncmfinancials.com
Telephone: + 971 45952888
Fax: + 971 43 273787
Please contact our compliance team at compliance@ncmfinancials.com if you have any questions or would like more information, or if your query is not resolved to your satisfaction and you wish to escalate this.



Complaints Handling Procedure

• NCM endeavors to makes its complaints handling process independent, transparent and robust.
• When investigating complaints, we follow the following process: we evaluate and assess the subject matter of the complaint with reference to the evidence you have provided, assess Company documentation and evidence on our records, and most importantly relevant guidance from our regulator, Securities and Commodities Authority (SCA). 
• Complaints are handled by an independent NCM staff member who was not directly involved with the subject of the complaint. 
• We always strive to resolve your queries as soon as possible. 
• On receiving a complaint, we will acknowledge receipt of your complaint via email within 5 working days. 
• If we are unable to respond to your complaint within 5 working of receiving it, we will update you on the status of your complaint until such a time our investigation is complete.
• If a query requires further investigation, we will contact you within 5 business days to advise you on the progress and actions taken by us, and we will issue our final response within 60 days of the initial query.
• If we are unable to resolve your complaint within eight weeks of receiving the complaint, we will contact you in writing to explain why we are not in a position to issue a final response to your complaint and provide an indication of when we expect to be able to provide one. 
• We will communicate with you the outcome of your complaint and supporting reasons, including details of how we have addressed your complaint.