Complaints Handling Policy - Al Mithaq Investment

The complaints handling policy at Al Mithaq Investment aims to ensure that all client complaints are dealt with professionally, fairly, and efficiently, in line with regulatory requirements in the Sultanate of Oman.

Policy Scope

This policy applies to all types of complaints submitted by clients, whether related to:

  • Order execution
  • Technical support interaction
  • Deposit or withdrawal services
  • The platform or products
  • Any service directly related to the trading account

How to Submit a Complaint

Clients can submit complaints through the following channels:

  • Email
  • Phone number
  • Contact form on the company’s official website
  • Or by visiting the company's headquarters in the Sultanate of Oman

Please include accurate details such as account number, problem description, and event date.

Complaint Handling Steps

Step 1: Receipt and Acknowledgment

The complaint will be acknowledged within 24 working hours through an official message.

Step 2: Investigation and Review

The complaint will be reviewed impartially by the Compliance Department and Complaints Team. In some cases, the client may be asked to provide additional information or documents.

Step 3: Official Response

A response will be issued within 5 working days from the date of receipt. If more time is needed, the client will be officially informed.

    Regulatory Escalation

    If the client is not satisfied with the complaint outcome, they may:

    • Request an internal re-review
    • Or escalate the complaint to the relevant regulatory authority in the Sultanate of Oman

    Regulatory authority contact details are provided to the client upon request.

    Record Keeping

    The company keeps a record of all complaints and the actions taken regarding them for no less than 5 years, in accordance with regulatory requirements.

      Confidentiality and Independence

      All investigation stages are conducted with full confidentiality.

      • The complaint will not be used against the client in any way.
      • It will be handled by staff members who are not directly involved in the issue to ensure neutrality.

      Our Commitment

      At Al Mithaq Investment, we are committed to delivering a professional trading experience. Receiving and handling complaints is a key part of improving our services and building long-term trust with our clients.