Complain

Najmat is incorporated and registered in United Arab Emirates under the Companies Law, with registration number 9872. Its registered office is at A3-263, Business Park, Dubai South, Dubai, UAE. The Company is authorized and regulated by the UAE Securities and Commodities Authority (“SCA”) with license number 10322. Najmat offers services and activities, under the Federal Law No. (4) of 2004 Concerning Emirates Securities & Commodities Authority and Market, as amended, as subsequently amended from time to time.

COMPLETING THE COMPLAINT FORM, PLEASE READ CAREFULLY.

We are best able to assist you with your complaint if you do the following:

1. Answer all questions giving full name, title, address and phone number(s). Provide summary of the facts describing the nature of the complaint and state the desired resolution as appropriate. Your signature is required to process your complaint.

2 .Attach scanned copies (or hard copies if via post) of any letters, documents, contracts or receipts relating to your complaint. Email (or post) your complaint Form (as per below) together with any attachments to the email address (postal address) provided in the complaint Form

3. Your complaint will be first received and dealt with by Head of Administration/Back Office Officer and if needed, will be escalated to the Compliance Officer. The complaint can be escalated to the General Manager if the nature of the complaint requires his involvement and/or where the complaint involves the Compliance Officer.

4. You shall receive – within five days - an email from the Company acknowledging receipt of your complaint and providing you with a “unique complaint reference number”. Kindly make sure you use that reference number in all future communication with the OFE GOLD regarding your specific complaint.

5. The OFE is responsible for ensuring that you receive a written final response in reply to the Complaint filed two (2) months from receipt of the complaint. The timeframe of two months may be extended for an additional month in case more time is required for the investigation. In such cases, the Company shall issue a holding response in writing or other durable medium. When a holding response is sent, it will inform you of the reasons for the delay and indicate the period of time within which it is possible to complete the investigation, usually no later than one (1) month from the issuing of the holding response.

6. If a situation arises which does Najmat Wafa General Trading L.L.C Agreement not expressly cover, the Parties agree to try to resolve the matter on the basis of good will and fairness and by taking such as in consistent with market practice.

7. All decisions relating to your complaint or grievances are communicated to you in writing (including electronic email) and copies are saved in our records. The Company shall maintain record of all complaints for a minimum period of five years after the closure of the client’s Gold account. The responsible department shall be the Concern Department.

8. Our ability to assist you will depend upon your submission of completed and detailed information.

9. Your right to take legal action remains unaffected by the existence or use of any complaint procedures referred to above.


Client Complaint Form


A. Your Information

Name:


Account Number at OFE :

Surname:


Address:


Home Phone:


Cell Phone:


Email :


B. Brief Summary of the Complaint/Grievance:

Kindly provide a brief factual description of the problem you experienced. To assist in reviewing your complaint, please be sure to include the following: Detailed enquiry description, The affected transaction numbers, if applicable, The date and time that the issue arose and suggested way to be solved…Please enclose any relevant documentation that may help us.




















I certify that, to the best of my knowledge, all information supplied by me is true.

Date:

Place:

Client Signature: