Complaints Procedure

Last updated · July 2026

Our commitment

Simha Bullion Trading L.L.C-FZ aims to resolve any complaint fairly, promptly and professionally.

How to raise a complaint

• Email: complaints@simhabullion.com (preferred — creates a written record)
• Phone: +971 58 568 9509 — ask for the Compliance Officer
• Post: Compliance Officer, Meydan Grandstand, 6th Floor, Meydan Road, Nad Al Sheba, Dubai, U.A.E.

Please include your name, contact details, transaction reference (if any), and a clear description of the issue.

Our process

1. Acknowledgement within 2 business days of receipt.
2. Investigation by a Compliance Officer who is independent of the subject of the complaint.
3. Substantive response within 14 business days, with a clear conclusion and any remediation. If we need more time we will tell you why and give you a revised deadline.
4. Escalation — if you are not satisfied with our final response, you may refer the matter to the relevant UAE authority.

What we will not consider

Complaints that are abusive, frivolous or made in bad faith will not be entertained. We may also decline to investigate matters that are the subject of existing legal proceedings until those proceedings conclude.

Confidentiality

All complaints are handled confidentially. Information is shared only with those who need to know in order to resolve the matter.

Records

We retain complaint records for a minimum of 5 years, in line with applicable record-keeping obligations.