Complaints & Grievance Support

Step 1 — Contact Almeer Securities

Start with us. Most matters are resolved fastest by the team that has access to your account records.

Step 2 — What to include

The more complete your first message, the less back-and-forth is needed.

• Your name, as it appears on the account
• Your account number
• Your CNIC or identification reference
• Your email address and telephone number
• The category of the complaint
• The transaction reference, where the complaint concerns a specific trade
• A description of what happened, and when
• Any supporting documents
• How you would prefer us to contact you

Step 3 — Acknowledgement

Your complaint is logged and you are given a reference. Keep it: it identifies your case in any later correspondence, including with an external body.

We do not publish a guaranteed response time. How long a matter takes depends on what it involves and on whether records have to be obtained from the exchange, the clearing company or the depository.

Step 4 — Internal review

The complaint is reviewed by the relevant team and escalated internally where the matter requires it. You are told the outcome and the reasoning behind it.

A complaint moves through these stages:

• Submitted — Received and logged, with a reference issued.
• Under review — With the department that holds the relevant records.
• Additional information required — Waiting on a document or detail from you, or from a market institution.
• Escalated internally — Referred to a senior level within the firm.
• Resolved — An outcome has been reached and communicated to you.
• Closed — The matter is concluded.

Step 5 — External escalation

If we cannot resolve the matter to your satisfaction, you are not out of options. The following bodies operate their own investor channels.

External escalation is subject to each institution's own procedures and jurisdiction. Take a complaint to the body whose remit actually covers it — a depository matter to CDC, a clearing or settlement matter to NCCPL, conduct of a TREC Holder to the exchange, and regulatory matters to the SECP.

Your right to complain, and to be told where to escalate, is set out under Investor Rights & Responsibilities.