Assistance or complaints

We Value Your Feedback, Suggestions, and Complaints

At LM Exchange, we aim to exceed your expectations. Your insights, suggestions, and concerns are important to us. If we have not met your expectations, please let us know. Your feedback helps us improve our services. We take your complaints seriously and strive for prompt resolution, adhering to our complaint handling principles.

How to Contact Us

  • Phone: Call 80056 within the UAE or +971 43554555 from abroad.
  • In Person: Visit your nearest branch or find a location at LM Exchange Branches
  • Email: Contact us at customer.care@lmexchange.com. Please allow up to 2 working days for a response.

Complaint Escalation Matrix

Step

Responsible Party

Communication Method

1. Initial Complaint

Customer

Direct to Branch Manager at branches

2. Feedback / Concerns

Customer

Customer Happiness Survey

2. Email for complaint

Customer

Email – customer.care@lm-exchange.com

4. Toll-Free Contact

Customer

Toll-Free Number – 80056

5. Initial Handling

Customer Care Department

Internal Processing

6. Analyst Review

Customer Care Executive

Internal Review

7. Manager Review

Customer Care In-Charge

Escalation Handling and Resolution

8. Reviews

Consumer Protection Committee

If necessary, final decisions

Our Complaint Handling Process

As our customer, you have the right to a timely resolution of your complaints. Upon receiving a complaint, we will:

  • Acknowledgement: Notify you within 2 business days that your complaint has been received.
  1. Estimated Resolution: Provide an estimated resolution time within 7 business days.
  2. Updates: Offer weekly updates on the status of your complaint and any revised resolution timeframes, if necessary.
  3. Final Response: Will deliver a written response within 30 business days of receiving your complaint, a valid email ID is provided. If we cannot resolve your complaint within this period, we will inform you of the reasons for the delay.

Further Help

If your complaint remains unresolved for 30 days, you may contact SANADAK UAE. SANADAK is the first legally established independent Ombudsman Unit dedicated to upholding consumer rights within licensed financial institutions.

SANADAK UAE Contact:

Customer Service Charter

For details on our Customer Service Charter, please click here