LCT

Complaints

Submitting a complaint about products or services of website or mobile application.

You may file a complaint here. You may also contact our Support team through [email protected] or submit your complaint in writing to:
  • LCT Global FZE
  • Attn: Complaints Department
  • Office 01(4D) Maktabi, Convention Tower
  • Dubai World Trade Center
  • Dubai, UAE
If you are emailing or writing to us directly, please include the following information in your complaint:
  • Your name and account email address
  • Date of complaint
  • Your contact information
  • Details of your complaint
  • Any supporting documentation relating to your complaint

We will acknowledge all complaints as soon as possible, but in no event later than 7 days of receiving your complaint

The client will receive an acknowledgment letter after such a complaint is successfully received. Company will start the investigation once we receive such complaint.

The company will provide an updated status of the complaint and an explanation of the circumstances causing a delay in the resolution within four (04) weeks of the date of the complaint is received.

The company commits to address and provide a resolution of such complaint within eight (08) weeks of the date of the complaint is received.

The Company will handle all complaints received from clients promptly, fairly and consistently, without undue delay or discrimination. Complaints will be assessed objectively and handled in accordance with the Company's complaints handling procedures and applicable legal and regulatory requirements.

The Company will not impose any fees or charges on a client for submitting or handling a complaint.

The Company will maintain records of complaints received and their resolution in accordance with applicable legal and regulatory requirements.

Third-Party Service Providers

Where a complaint relates, in whole or in part, to a product or service provided by, or involving, a third-party service provider engaged by the Company, including banks, payment service providers, technology providers or other service providers, the Company will coordinate with the relevant third-party service provider as necessary to investigate and resolve the complaint.

The involvement of a third-party service provider will not relieve the Company of its responsibility for the proper handling and resolution of the complaint. The Company will remain responsible for communicating with the client regarding the status and outcome of the complaint and will seek to resolve the complaint within the applicable timeframes set out above.