Complaints

01Scope

This policy applies to every client of DMA Capitals Limited (the “Company”), and to any concern about your account, your trading or our services. It sets out one clear process for queries, complaints and disputes, so that each is dealt with promptly and consistently.

02Start with a query

If you have a question about your account, or you are unhappy with our service, contact our Customer Support team first:

Live chat

In your client portal at my.dmacapitals.com, once you are logged in.

Email

complaints@dmacapitals.com

Phone

+996312963087

Most queries are resolved straight away, and usually within 3 business days. If we need longer, we will write to you to explain why and when to expect an answer.

If you are not satisfied with Customer Support’s final response, you can make a formal complaint using the form below.

03How a complaint is handled

Step 1 · Acknowledgement

We confirm that we have received your complaint within 5 working days.

Step 2 · Investigation

We investigate and send you our findings, with any action we are taking, within 10 working days.

Step 3 · Complex cases

Where a case needs more time, we will tell you, and send our final response no later than 1 month after acknowledging your complaint.

04General provisions

• Please raise a complaint as soon as possible. A complaint about how an order was executed must reach us within 24 hours of the event, and any other complaint within 30 calendar days.
• A complaint made on your behalf by someone else is only accepted with your signed, written authorisation.
• We may decline to deal with a complaint that contains obscene or offensive language, or threats against DMA Capitals or its staff.
• Making a complaint is free.