{"id":2187,"date":"2026-01-12T06:33:20","date_gmt":"2026-01-12T06:33:20","guid":{"rendered":"https:\/\/test.icm.com\/icmmena\/?page_id=2187"},"modified":"2026-01-27T12:55:16","modified_gmt":"2026-01-27T12:55:16","slug":"complaints-handling-procedure","status":"publish","type":"page","link":"https:\/\/test.icm.com\/icmmena\/policies\/complaints-handling-procedure\/","title":{"rendered":"Complaints Handling Procedure"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"2187\" class=\"elementor elementor-2187\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e39fc49 layout__bg e-con-full e-flex e-con e-parent\" data-id=\"e39fc49\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a158188 elementor-widget elementor-widget-text-editor\" data-id=\"a158188\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<a class=\"breadcrumbs__link\" href=\"\/\">Home<\/a><span class=\"breadcrumbs__sep\">  \/  <\/span><a class=\"breadcrumbs__link\" href=\"\/policies\/\" target=\"_self\">Policies<\/a>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c295970 elementor-invisible elementor-widget elementor-widget-heading\" data-id=\"c295970\" data-element_type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeInRight&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Complaints Handling Procedure<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-db4955f e-con-full e-flex e-con e-parent\" data-id=\"db4955f\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-8501bf7 e-con-full e-flex e-con e-child\" data-id=\"8501bf7\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7f3ffa1 hfe-nav-menu__align-justify hfe-link-redirect-self_link hfe-nav-menu__breakpoint-none elementor-hidden-tablet elementor-hidden-mobile hfe-submenu-icon-arrow hfe-submenu-animation-none elementor-widget elementor-widget-navigation-menu\" data-id=\"7f3ffa1\" data-element_type=\"widget\" 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data-widget_type=\"navigation-menu.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t<div class=\"hfe-nav-menu hfe-layout-horizontal hfe-nav-menu-layout horizontal hfe-pointer__underline hfe-animation__fade\" data-layout=\"horizontal\">\n\t\t\t\t<div role=\"button\" class=\"hfe-nav-menu__toggle elementor-clickable\" tabindex=\"0\" aria-label=\"Menu Toggle\">\n\t\t\t\t\t<span class=\"screen-reader-text\">Menu<\/span>\n\t\t\t\t\t<div class=\"hfe-nav-menu-icon\">\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<nav class=\"hfe-nav-menu__layout-horizontal hfe-nav-menu__submenu-arrow\" data-toggle-icon=\"\" data-close-icon=\"\" data-full-width=\"\">\n\t\t\t\t\t<ul id=\"menu-1-7f3ffa1\" class=\"hfe-nav-menu\"><li id=\"menu-item-1700\" class=\"menu-item menu-item-type-custom menu-item-object-custom parent hfe-creative-menu\"><a href=\"\/icmmena\/policies\/privacy-policy\/\" class = \"hfe-menu-item\">Privacy Notice<\/a><\/li>\n<li id=\"menu-item-1701\" class=\"menu-item menu-item-type-custom menu-item-object-custom parent hfe-creative-menu\"><a href=\"\/icmmena\/policies\/risk-warning\/\" class = \"hfe-menu-item\">Risk Warning<\/a><\/li>\n<li id=\"menu-item-1702\" class=\"menu-item menu-item-type-custom menu-item-object-custom parent hfe-creative-menu\"><a href=\"\/icmmena\/wp-content\/uploads\/2026\/04\/icmmena-terms-and-conditions-en-2.pdf\" class = \"hfe-menu-item\">Terms and Conditions<\/a><\/li>\n<li id=\"menu-item-1703\" class=\"menu-item menu-item-type-custom menu-item-object-custom parent hfe-creative-menu\"><a href=\"\/icmmena\/policies\/order-execution\/\" class = \"hfe-menu-item\">Order Execution<\/a><\/li>\n<li id=\"menu-item-1704\" class=\"menu-item menu-item-type-custom menu-item-object-custom parent hfe-creative-menu\"><a href=\"\/icmmena\/policies\/complaints-handling-procedure\/\" class = \"hfe-menu-item\">Complaints Handling Procedure<\/a><\/li>\n<\/ul> \n\t\t\t\t<\/nav>\n\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-b511e52 e-con-full e-flex e-con e-child\" data-id=\"b511e52\" data-element_type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-1e8e1da e-con-full e-flex e-con e-child\" data-id=\"1e8e1da\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1930a96 elementor-widget elementor-widget-heading\" data-id=\"1930a96\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Complaints Handling Procedure<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7c9dc4f elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"7c9dc4f\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-30b106a elementor-widget elementor-widget-text-editor\" data-id=\"30b106a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>If you are dissatisfied with any of our services, you can raise a complaint directly to us.<\/p><p><strong>Definition of a complaint<\/strong><\/p><p>A complaint is defined as: \u201cAny oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service or a redress determination which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience.\u201d<\/p><p><strong>How to raise a complaint?<\/strong><\/p><ol type=\"1\"><li>All complaints must be raised in writing, and shall be addressed, in the first instance, to the Client Services Team at <strong><a href=\"mailto:support@icmmena.com\" target=\"_blank\" rel=\"noopener\">support@icmmena.com<\/a><\/strong><\/li><li>A written complaint shall include the following details:<\/li><\/ol><ul class=\"lessmarg\"><li>Client\u2019s full name;<\/li><li>Client account number;<\/li><li>Date and time of the incident<\/li><li>A Precise description of the incident\/complaint<\/li><li>Copies of any relevant documents;<\/li><li>Details of what you would like us to do to put it right.<\/li><\/ul><p><strong>How we deal with a complaint<\/strong><\/p><ol type=\"1\"><li>We will send written confirmation for acknowledgement and endeavor to resolve all issues within an expedient time-frame and respond to you acknowledging receipt of the issues you have raised.<\/li><li>We will thoroughly investigate the complaint using all relevant information available to us.<\/li><li>In the first instance, the complaint will be handled by one of our representatives in the Client Services Team, however if you are unhappy with their initial response, then the matter will be referred to a senior member in the Compliance Department.<\/li><li>A further investigation will be conducted by the Compliance Department, and following on from this you will be issued with our Final Response letter outlining the findings and our decision.<\/li><li>We will aim to correct any mistakes on our part, and let you know of the outcome of our investigation.<\/li><li>We aim to resolve all complaints as quickly and efficiently as possible, however some issues may take longer to investigate, although we will always provide a response in a prompt manner and will keep you informed of any delays in the investigation process. Our \u2018final response\u2019 once issued, will be documented and will explain the full outcome of our investigation.<\/li><\/ol><p><strong>Financial Services Regulatory Authority<\/strong><\/p><ol type=\"1\"><li>We are committed to resolving complaints through our Complaints Handling Procedure, however if you remain dissatisfied following our Final Response letter, then you can refer the case to the Financial Services Regulatory Authority (FSRA).<\/li><li>You can directly contact FSRA at the following:<p>Financial Services Regulatory Authority (FSRA)<br \/>Abu Dhabi Global Market Authorities Building<br \/>ADGM Square, Al Maryah Island<br \/>PO Box 111999<br \/>Abu Dhabi, UAE<br \/>T: +971 2 333 8888.<br \/><a href=\"mailto:supervision@adgm.com\">supervision@adgm.com<\/a><br \/><a class=\"word_break\" href=\"https:\/\/www.adgm.com\/operating-in-adgm\/additional-obligations-of-financial-services-entities\/enforcement\/complaints\/submit-a-complaint\" target=\"_blank\" rel=\"noopener\">https:\/\/www.adgm.com\/operating-in-adgm\/additional-obligations-of-financial-services-entities\/enforcement\/complaints\/submit-a-complaint<\/a><\/p><\/li><\/ol><p><strong>Contact Details<\/strong><\/p><p>Questions regarding our Complaints Handling Procedure should be addressed to:<\/p><p><strong>Head of Compliance<br \/>ICM Limited,<br \/>Office 10, Floor 11,<br \/>Sky Tower, Al Reem Island,<br \/>Abu Dhabi, United Arab Emirates.<br \/><a href=\"mailto:compliance@icmmena.com\">compliance@icmmena.com<\/a><\/strong><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Home \/ Policies Complaints Handling Procedure Menu Privacy Notice Risk Warning Terms and Conditions Order Execution Complaints Handling Procedure Complaints Handling Procedure If you are dissatisfied with any of our services, you can raise a complaint directly to us. Definition of a complaint A complaint is defined as: \u201cAny oral or written expression of dissatisfaction,&hellip; <a class=\"more-link\" href=\"https:\/\/test.icm.com\/icmmena\/policies\/complaints-handling-procedure\/\">Continue reading <span class=\"screen-reader-text\">Complaints Handling Procedure<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"parent":2183,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-2187","page","type-page","status-publish","hentry","entry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\r\n<title>Complaints Handling Procedure - ICM Mena<\/title>\r\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\r\n<meta property=\"og:locale\" content=\"en_US\" \/>\r\n<meta property=\"og:type\" content=\"article\" \/>\r\n<meta property=\"og:title\" content=\"Complaints Handling Procedure - ICM Mena\" \/>\r\n<meta property=\"og:description\" content=\"Home \/ Policies Complaints Handling Procedure Menu Privacy Notice Risk Warning Terms and Conditions Order Execution Complaints Handling Procedure Complaints Handling Procedure If you are dissatisfied with any of our services, you can raise a complaint directly to us. 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