Updated on 04 February 2025
At Lexim Trading DMCC, we are committed to handling customer complaints promptly, fairly, and consistently. If you have any complaint, please follow the process outlined below.
How to Submit a Complaint
1.1 You can submit a complaint through any of the following channels:
(a) Email: support@lexim.gold
(b) Phone: +971 (0)4 375 1987
(c) Online Form: Submit Complaint
(d) Address: Lexim Trading DMCC, Mazaya Business Avenue 2201, Tower AA1, First Al Khail St, Jumeirah Lake Towers, Dubai, UAE
Complaint Handling Process
2.1 Acknowledgment: We will acknowledge receipt of your complaint within one (1) week.
2.2 Investigation: Our Complaint Handling Team will review your complaint thoroughly. We may request additional information to verify your identity and assess the issue.
2.3 Resolution Timeline:
(a) We aim to resolve complaints within four (4) weeks.
(b) If more time is required due to extraordinary circumstances, we will provide regular updates. The resolution will not exceed eight (8) weeks.
2.4 Communication:
(a) We will inform you of the outcome and resolution of your complaint via email.
(b) If your complaint is due to an error on our part, we will take immediate corrective action.
(c) If your complaint is due to a misunderstanding or user error, we will provide guidance to resolve the issue.
Special Circumstances
3.1 Legal Action: If a complaint becomes subject to legal proceedings, we will suspend the internal complaint process and notify you accordingly.
3.2 Third-Party Involvement: If your complaint involves a third-party service provider, we will coordinate with them and keep you informed.
Confidentiality & Compliance
4.1 All complaints will be handled confidentially, following our Privacy Policy, Complaints Handling Policy and applicable regulations.
4.2 We comply with Rule III.A of the Virtual Asset Regulatory Authority's Market Conduct Rulebook.
Continuous Improvement
5.1 We review our complaint handling process regularly to ensure efficiency and customer satisfaction.
5.2 Customers may be asked to participate in surveys to help us improve our services.
