Customer Complaint Policy

OPEN DEMO ACCOUNT GLOBAL TRADE CAPITAL Global Trade Capital Limited is a global brand dedicated to online foreign exchange and commodity brokerage companies. It is registered, supervised and authorized by the Vanuatu Financial Services Commission of the Republic of Vanuatu
(Company license number: 40534).
OPEN LIVE ACCOUNT

The Complaints Procedure

 

GTC (a trading name of GTC Global Trade Capital Ltd.) registered under Vanuatu Financial Services Commission under registration number 40354.

 

In the endeavor to provide you with a high level of services, our customer service team is at your service with 24×7 hour trade desk access and any kind of support required. We value your feedback and use it to enhance our client service. We understand that things can go wrong from time to time or there can be misunderstandings; 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 GTC can be notified to our Customer Services team as soon as possible, by:

 

Email: support@gtcup.com

Telephone: +971 5580 22397

Address: Office 1604-1605, Level 16, Regal Towers, Business Bay, 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 endeavor 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: support@gtcup.com

Telephone: +971 5580 22397

Address: Office 1604-1605, Level 16, Regal Towers, Business Bay, 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.

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