Most issues can be solved quickly by our customer experience team. If you're not satisfied and want to raise a formal complaint, here's how it works.
Support issue vs formal complaint?
These are two different things, and knowing which one you need helps us help you faster.
A support issue is an everyday question, a bug, something not working, transaction delays, or something you don't understand. You want it fixed. — Most of your concerns are resolved here.
A formal complaint is when you're genuinely dissatisfied — for example, you feel you were treated unfairly or support couldn't resolve your problem — and you want the matter formally reviewed, with a tracked process and a written decision.
Simple rule: if you want something fixed, that's support. If you want something formally reviewed, that would be considered a complaint.
Submitting a formal complaint
Email complaints@cuspwealth.com and include:
Your full name and account number
The date and time the issue happened
A clear description of the issue and any supporting evidence (screenshots, emails)
What happens next
Acknowledgement: We confirm receipt within 7 working days and give you a unique reference number.
Resolution: We aim to resolve your complaint within 30 days. Complex cases may take up to 90 days — if so, we'll keep you updated.
Outcome: You'll get our decision in writing, with reasons and any next steps.
Please quote your reference number on all messages about your complaint.
Your protection under DFSA rules
Cusp Wealth Ltd. is regulated by the Dubai Financial Services Authority (DFSA) in the Dubai International Financial Centre (DIFC). We handle every complaint in line with the DFSA's complaints-handling rules — meaning your complaint is recorded, investigated independently, and answered within set timeframes.
If you're not satisfied with our outcome, you can escalate the matter directly to the DFSA. We'll set out your options in our final written reply.
Note: Your complaint is treated confidentially and handled fairly. We keep a record of all complaints in line with DFSA requirements.