We’re sorry if you’ve had an experience that didn’t meet your expectations. At CUSP Wealth, we want every customer to feel heard and supported. That’s why we follow a clear process — set by the Dubai Financial Services Authority (DFSA) — to make sure your complaint is taken seriously, investigated fairly, and resolved as quickly as possible.
How can you raise a complaint?
You can share your complaint in the way that’s easiest for you:
Email: support@cuspwealth.com
In-app chat (available within the CUSP Wealth app)
Whichever channel you choose, your complaint will be logged and handled in the same formal process.
What you can expect from us?
1. Immediate acknowledgement
If you contact us in writing, you’ll receive an automatic confirmation that your complaint has been received.
Within 5 business days, a formal acknowledgement will be sent, including the details of who is handling your case.
If your complaint is raised by phone, we’ll listen carefully, record your concerns, and send you a written confirmation so you know it’s being handled properly.
2. A fair investigation
Your complaint will be reviewed by a Complaint Officer — a senior staff member not involved in the issue.
They will gather all the facts, review the relevant records, and speak to anyone involved.
You’ll always know who is looking after your case and how to reach them.
3. A full response
Within 21 business days, you’ll receive a written response that explains:
What we found in our investigation
Whether your complaint is upheld (fully or partly), and why
The actions we’ve taken
Offer options if you’re still not satisfied — including escalation to the DFSA
If it takes longer
Sometimes investigations require more time. If that happens:
We’ll send you a progress update explaining why, and when you can expect the outcome.
If your complaint is still unresolved after 30 business days, we are required to notify the DFSA.