Complaints Handling Process
We regret that you had a negative experience with our Firm, and we thank you for taking the time to file a complaint with us. This Complaints Handling Policy will explain how we receive, process and resolve complaints.
Step 1: Complaint form
Step 2: Investigation
Step 3: Resolution
Step 1: Complaint form
- Please fill in the enclosed complaint form. Kindly provide all the details, if applicable please supply supporting documents.
- Please provide your contact details so we can inform you on your complaint resolution. You can submit the complaint by email at complaints@gsbglobal.com or in our office at Office 901, Floor 9, West Wing, The Gate, DIFC
- We shall acknowledge receipt of the complaint as soon as possible, but in any case, within 7 days.
Step 2: Investigation
- We will investigate the complaint and may get back to you for additional information if necessary. We will update you on the progress within 30 days of receipt of the complaint.
- We will make sure that the person responsible for this complaint investigation was not involved in the financial service to which the complaint relates and is of appropriately senior level.
- We ensure that your complaint will be dealt with in a fair and impartial manner.
Step 3: Resolution
- We put all efforts to reach an amicable and fair resolution as quickly as possible, but in any case, within 60 days.
- If we find out that another firm is responsible for your negative experience, we will inform you accordingly and will seek your consent to refer your complaint to that other firm.
- If you are not satisfied with our complaint resolution, we shall inform you of other avenues for resolution available to you.
Complaints form
Should you have any queries on filling it in, please do not hesitate to contact us at +97142516111 or email complaints@gsblobal.com from Monday to Friday, 9am to 4pm UAE (GMT +4) time.
We look forward to resolving your complaint as soon as possible.