Our commitment

EGS Capital strives to provide high quality services and to handle complaints in a fair, transparent and timely manner. DFSA guidance notes that firms authorised by the DFSA must have adequate mechanisms to deal with customer complaints, and that clients should try to resolve their dispute by dealing directly with the firm.

What is a complaint?

A complaint is any expression of dissatisfaction by a client or prospective client about the provision of, or failure to provide, a financial service. The DFSA lists examples of misconduct that may lead to complaints, such as selling unsuitable products, making false or misleading representations, failing to act in the best interests of customers, misusing client funds or failing to observe high standards of integrity. Complaints may be made free of charge.

How to submit a complaint

You can submit a complaint to EGS Capital by any reasonable means. We encourage you to submit complaints in writing as this creates a clear record. Complaints should include:

• Your full name, contact details (address, phone, email) and account number.
• A clear description of your complaint, including relevant dates, times and persons involved.
• Copies of any relevant correspondence or supporting documents.

Please send your complaint to compliance@egscapitalltd.com or by mail to Complaints Officer, EGS Capital Limited, Unit 1011, Level 10, Index Tower, DIFC, PO Box 507028, Dubai, UAE.

Our process

• Acknowledgement – We will acknowledge your complaint in writing within five business days of receipt.
• Investigation – A qualified staff member not directly involved in the matter will investigate your complaint. We may contact you for further information and will keep you informed of progress.
• Response – We aim to provide a final response within 28 days of receiving your complaint. If we cannot meet this timeframe, we will write to explain the delay and indicate when we expect to provide a final response.
• Record keeping – We keep records of complaints and their resolution for at least six years, in line with DFSA record keeping rules.

If we cannot prevent or manage a conflict satisfactorily, we will decline to act for the client.

Escalation

If you are not satisfied with our response, you may refer your complaint to the DFSA. The DFSA accepts complaints in writing and provides an online complaints form. Before contacting the DFSA you should normally try to resolve the issue with the firm directly. For more information see the DFSA’s complaints page.

Confidentiality

All complaints are handled in confidence. We will only share information relating to your complaint with those persons within the firm or our regulators who need it to investigate the complaint.