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Trading in financial markets involves significant risk of loss which can exceed deposits and may not be suitable for all investors.
Before trading, please ensure that you fully understand the risks involved
Trading in financial markets involves significant risk of loss which can exceed deposits and may not be suitable for all investors. Before trading, please ensure that you fully understand the risks involved

Complaints

Complaints procedure at Century Financial?

Client queries and complaints

You are at the heart of all we do!

In the endeavor to provide you with high level of services at all times our customer service team is at your service with 24×5 hour trade desk access and any kind of support that is required. We value your feedback and use it to enhance our client service. We understand that from time to time, things can go wrong or there can be misunderstandings and therefore, we are committed to dealing with queries and complaints positively and sympathetically. Where we are at fault, we aim to put things right at the earliest opportunity.

Account queries

Any queries regarding your account or your dealings with Century Financial, can be notified to our Customer Services team as soon as possible, by:

Email: services@century.ae

Telephone: +971 (4) 356 2800

Address: Level 6, Building 4, Emaar Square, Downtown, Dubai P.O. Box 65777, Dubai, United Arab Emirates

Our Customer Services team will determine whether your query can be resolved immediately or if it will require further investigation. We will try our best to resolve your queries immediately, or within 24 hours. If your query requires further investigation, we will endeavour to contact you within five business days of the initial query to advise you of the outcome.

Complaints handling process

Where the initial query is not resolved to your satisfaction, or if you wish to make a complaint, you should notify our Customer Services team by:

Email: services@century.ae

Telephone: +971 (4) 356 2800

Address: Level 6, Building 4, Emaar Square, Downtown, Dubai P.O. Box 65777, Dubai, United Arab Emirates

Once we have received your complaint, we will acknowledge receipt promptly by email. Your complaint will be handled by someone who was not directly involved with the subject of the complaint. We aim to resolve your complaint and inform you of the outcome as soon as possible. If we are unable to respond to your complaint within five business days of receiving it, we will update you on the status of your complaint until such a time as our investigation is complete.

If we are unable to resolve your complaint within eight weeks of receiving the complaint, we will contact you in writing to explain why we are not in a position to issue a final response to your complaint and provide an indication of when we expect to be able to provide one.

When investigating your complaint, we will take into account the subject matter of your complaint, the evidence you have provided, the evidence on our records and relevant guidance from our regulator, the Securities and Commodities Authority (SCA). We will write to you setting out the outcome of your complaint and supporting reasons, including details of how we have calculated any redress.

Complaint

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