1. Introduction 

At H Capital, we are committed to providing our clients with the highest standards of service. However, we understand that sometimes things may not go as expected. If you are dissatisfied with any aspect of our service, we encourage you to let us know immediately so we can resolve the issue promptly and fairly. 

This Complaints Procedure Manual explains: - How you can submit a complaint, - How we handle your complaint, your rights to escalate a complaint to the Securities and Commodities Authority (SCA). 

 

2. What is a Complaint? 

A complaint is any expression of dissatisfaction made by you or on your behalf regarding our products, services, employees, or representatives. 

 

3. How to Make a Complaint 

You can submit your complaint through any of the following channels: 

📧 Email: complaints@hcapital.ae 
🌐 Website: www.h-capital.ae/complaints 
📞 Phone: +971 43 233 505 
📍 In Person: Visit our UAE office during working hours. 
✉️ Post: Compliance Officer, H Capital Financial Product Promotion LLC, The One Tower, Office 3005, Level 30, The One Tower, Sheikh Zayed Road, Dubai, UAE. 

To help us resolve your complaint efficiently, please provide:  Your full name and contact details, A clear description of your complaint and any relevant supporting documents. 

 

4. Our Complaints Handling Process 

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Step 1 : Acknowledge 
Action : We will confirm receipt of your complaint. 
Timeline : Within 2 working days. 

Step 2 : Review, Investigate & Response 

Action : Our Compliance Officer will review and investigate your complaint fairly and impartially. We will provide you with a written response explaining our decision and any actions we will take. 

Timeline : Within 10 working days. 

 

If we need more time to resolve your complaint, we will inform you of the reasons for the delay and provide an updated timeline. 

 

5. If You Are Not Satisfied 

If you are not satisfied with our final response, or if your complaint is not resolved within the specified time, you have the right to escalate your complaint directly to the Securities and Commodities Authority (SCA). 

How to Contact the SCA: 
🌐 Website: www.sca.gov.ae 
📧 Email: contactus@sca.ae 
📞 Phone: +971 2 627 7777 

The SCA provides an independent platform for handling investor complaints. 

 

6. Confidentiality 

Your complaint will be handled with strict confidentiality and in accordance with UAE data protection laws. We will only share your information as necessary to resolve the issue or as required by law. 

 

7. Keeping You Informed 

We will keep you updated throughout the complaints process. If you have any questions at any stage, please contact our Compliance Officer at compliance@h-capital.ae. 

 

8. Continuous Improvement 

Your feedback helps us improve. We review all complaints to identify areas where we can enhance our services. 

 

Contact Us 

H Capital Financial Product Promotion LLC 
Office 3005, Level 30, The One Tower, Sheikh Zayed Road, Dubai, UAE 
📞 +971 43 233 505 
📧 complaints@h-capital.ae 
🌐 www.h-capital.ae 

 

Thank you for giving us the opportunity to put things right.