MKX

Complaints handling policy

You can complain to MKX by email, phone or in person at no cost; MKX acknowledges a complaint in writing within one week, responds within four weeks, and in extraordinary cases resolves it within eight weeks.

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Complaint deadlines

Last updated

Written acknowledgement by email
1 week
Written response findings and any proposed resolution
4 weeks
Extraordinary cases resolution, counted from receipt
8 weeks
Time to appeal from the date of the resolution
4 weeks
Review of an appeal from receipt of the appeal
2 weeks
Fee for complaining
None

1. How to make a complaint

MKX's published policy lists four channels. A complaint costs nothing and can be written in plain words.

To help the investigation, give your full name, the email address on your account, the date and reference of the transaction concerned, what went wrong and what you would like MKX to do. Do not include a password or a one-time code.

2. What happens next

Each of these three deadlines is counted from the day MKX receives the complaint.

  1. 1 Acknowledgement within one week

    MKX acknowledges every complaint within one week. The acknowledgement is made in writing by email. It confirms receipt and sets out the next steps.

    1 week written acknowledgement

  2. 2 Written response within four weeks

    MKX investigates and sends you a written response with its findings and any resolution it proposes.

    4 weeks written response

  3. 3 Up to eight weeks in extraordinary cases

    If a complaint cannot be resolved in four weeks, MKX explains the delay to you within those four weeks and must resolve the complaint within eight.

    8 weeks longest time to resolve

No fee at any stage

The policy states: "No fees or charges are imposed for the submission or handling of complaints."

3. If you disagree with the outcome

You may appeal. The appeal must reach MKX within four weeks of the date of the resolution. MKX must complete its review within two weeks of receiving the appeal and tell you the final decision in writing.

MKX is licensed by VARA for Broker-Dealer Services, reference VL/25/04/001, and its policy says it "was designed to comply with the VARA Market Conduct Rulebook". The published policy names no external dispute-resolution body and gives no channel for taking an unresolved complaint to the regulator. The licence record is on the page with licence and regulator details.

A claim in court falls under UAE law and the courts of Dubai, as the terms and conditions on governing law set out.

4. Records and fees

MKX keeps a record of every complaint, of the investigation and of the resolution for a minimum of eight years. No fee or charge is made for submitting a complaint or for handling it.

Short answers about accounts, fees and transfers are in the frequently asked questions, and longer explanations are in the MKX Learn guide library.

About this page

A prototype summary. The binding text is the Complaints Handling Policy that MKX publishes on mkx.ae. Where the two differ, the published policy applies.

Put your complaint in writing

MKX acknowledges a complaint by email, so an emailed complaint gives you a dated record from the first day.

Email your complaint to [email protected]