Complaint Policy

1. Purpose

MGM Trading Company is committed to delivering high-quality products and services to our clients. We recognize that from time to time, our customers or stakeholders may have concerns or complaints. This Complaint Policy outlines our approach to handling complaints efficiently, fairly, and in a timely manner.

2. Scope

This policy applies to all customers, suppliers, business partners, and other stakeholders who have interactions with MGM Trading Company.

3. Definition of a Complaint

A complaint is defined as any expression of dissatisfaction—whether oral or written—about the quality of a product, service, employee behavior, or business process of MGM Trading Company.

4. How to Lodge a Complaint

Complaints can be submitted through any of the following channels:
Email: [email protected]
In Person: MUSTADAAMA GLOBAL MARKETS
C/o Juris Tax Ltd Hotel Avenue,
33 Cybercity Level 3. Ebene House
Online: Via our contact/complaint form at  www.mgmtrading.com/complaints

5. Complaint Handling Procedure

  1. Acknowledgment: All complaints will be acknowledged within 1 business days of receipt.
  2. Investigation: The complaint will be investigated by the relevant department. Depending on the complexity, this process may take up to 2 to 3 business days.
  3. Resolution: A response will be provided with the findings and proposed resolution. If more time is needed, we will keep the complainant informed.
  4. Follow-Up: Once resolved, we may follow up with the complainant to ensure satisfaction and gather feedback.

6. Confidentiality

All complaints will be handled with strict confidentiality. Only those directly involved in the resolution process will be informed.

7. Escalation

If a complaint is not resolved to the satisfaction of the complainant, it may be escalated to the senior management team by email to: [email protected]

8. Review and Improvement

Complaints are reviewed regularly to identify trends and areas for improvement. MGM Trading Company is committed to learning from complaints and improving our services accordingly.

9. Contact Information

MGM Trading Company

MUSTADAAMA GLOBAL MARKETS
C/o Juris Tax Ltd Hotel Avenue,
33 Cybercity Level 3. Ebene House
Email:[email protected]
Website: www.mgmtrading.com