Complaint Handling 

Complaint Handling Procedure

At DM Financial, we are committed to providing exceptional service. If you are dissatisfied with any aspect of our service, we want to hear from you.  Your feedback helps us improve.
 

How to Make a Complaint

Luxembourg

You can submit your complaint by:

Please include:

    • Your name and contact details.
    • Details of your complaint.
    • Any supporting documents.

What Happens Next

    1. Acknowledgment: We will acknowledge your complaint within 3 business days.
    2. Investigation: Our team will review your complaint thoroughly and may contact you for additional information.
    3. Final Response: We aim to provide a final response within 4 weeks. If we need more time, we will keep you informed.

If You Are Not Satisfied

If you are unhappy with our final response, you may escalate your complaint to the relevant authority:

Luxembourg: CSSF https://www.cssf.lu/en/customer-complaints/

You must contact them within 1 year of our final response.

All Other Countries

You can submit your complaint by:

Please include:

    • Your name and contact details.
    • Details of your complaint.
    • Any supporting documents.

What Happens Next

    1. Acknowledgment: We will acknowledge your complaint within 3 business days.
    2. Investigation: Our team will review your complaint thoroughly and may contact you for additional information.
    3. Final Response: We aim to provide a final response within 4 weeks. If we need more time, we will keep you informed.

If You Are Not Satisfied

If you are unhappy with our final response, you may escalate your complaint to the relevant authority:

You must contact them within 1 year of our final response.

Our Commitment

We treat all complaints seriously and aim to resolve them fairly, promptly, and in line with regulatory requirements.