Customer Complaint Procedure

Effective Date: March 2025 (Version 1.0)

VFX Financial DIFC Limited strives to provide FX and payment services to its clients. However, sometimes things can go wrong, and telling us about it gives us a chance to put things right. To assist in resolving any issues in the case of a dispute, we have put together the following steps.

1. Initial Contact

The first step is to speak to a member of the VFX team. They will do their best to assist in resolving the issue. You can do this via:

Email
Telephone
In person at our offices

The best person to speak to is the individual who handled your transaction in the first place, as they will be in the best position to put things right. If they are not available, or you would prefer to deal with someone else, please ask to speak to their manager.

2. Reporting Your Complaint

If you are unhappy with the way things have been handled and wish to make a complaint, you need to inform us. You can do this by:

Telephone: Either through your day-to-day contact or by calling +971 4 572 8865
Email: Either through your day-to-day contact or via complaints@vfxplc.com
Post: Central Park Towers, Office 16-46, DIFC, Dubai, UAE, PO Box 507435

When making a complaint, please provide as much information as possible to help us understand the issue and resolve it quickly. Include:

Your name and address
Your account details
A description of your complaint and how it has affected you
When the issue occurred
Your contact details and how you would like us to contact you

3. What to Expect Next

Once we receive your complaint, we will endeavour to respond to and resolve it straight away — usually within 24 hours. However, further internal investigations may be required. If this is the case, we will send you a Notice of Investigation Letter within seven (7) business days of receiving your complaint.

The Notice of Investigation Letter will include:

An explanation of why a different person is responding (if it is not the person you addressed your complaint to)
The name and job title of the individual handling your complaint
A timescale for when we will correspond further (no more than seven (7) business days from receipt of your complaint)
A copy of our complaint-handling procedures

In the unlikely event that our investigations require longer than seven (7) business days, we will write to you to explain why we are not yet in a position to respond and indicate when we expect to provide a full response.

In most cases, we will be able to resolve your complaint within fourteen (14) business days. If we have not resolved it within that time, we will contact you to update you on our progress and let you know how much longer we anticipate it will take.

We will keep you informed of our progress until your complaint has been resolved. In exceptional circumstances, where your complaint is particularly complex, matters may take longer to resolve, but we will write to let you know we need more time.

4. What if You’re Not Happy with Our Response?

If you are not satisfied with our response to your complaint, you may refer your complaint to the financial regulatory body:

Dubai Financial Services Authority (DFSA)

The DFSA will only consider complaints submitted in writing. To submit a complaint, you can:

Complete the DFSA Online Complaints Form (available under Make an Enquiry (Complaints) on the DFSA website)
Submit your written complaint by post to: DFSA, Level 13, The Gate, PO Box 75850, Dubai, UAE
Submit your written complaint via facsimile at +971 (0)4 362 0801