Legal

Grievance
Redressal.

If something has gone wrong, tell us. Here is how to raise a complaint, who handles it, and how quickly you will hear back.

Raise a grievance Contact support

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Home › Grievance redressal

This page explains how users of the TM9 and TM9 2.0 apps, the TM9 web terminal and this website can raise a complaint with TRADE MASTER 9 ("TM9", "we"). It applies to users worldwide.

Problem with a deposit, withdrawal or trade? TM9 never holds your money. Your funds, trades and trading account are with your broker, so issues about money must be raised with your broker first. We can still help with anything on the TM9 side, such as the app, your TM9 account or your data.

Grievance Officer

Grievance Officer TRADE MASTER 9 Handles every grievance raised through this page, and reviews any decision you are not satisfied with.
How to reach us Grievances: support at trademaster9.com
Personal data and privacy: privacy at trademaster9.com
WhatsApp: +971 58 551 5448

What you can raise

  • Problems with the TM9 apps, web terminal or website not working as described
  • Issues with your TM9 account, login or security
  • Billing or subscription questions for TM9 plans
  • How we handle your personal data, including requests under the Consent Notice or Privacy Policy
  • Content on our website or apps that you believe is unlawful, misleading or infringes your rights

How it works

  1. Raise it. Use the form below, or email support at trademaster9.com with the subject "Grievance". For personal data, email privacy at trademaster9.com. Tell us what happened, when, and what you would like us to do.
  2. We acknowledge it within 24 hours and give you a reference number for follow-ups.
  3. We aim to resolve it within 15 days of receiving it, and explain our decision. Requests to exercise your personal data rights are answered within 30 days, as set out in our Privacy Policy.
  4. Not satisfied? Reply to our response and the Grievance Officer will review it again.

If you are still not satisfied

You can take the matter further outside TM9:

  • Personal data complaints: to the data protection authority where you live.
  • Consumer complaints: to the consumer protection authority where you live.
  • Broker and money disputes: to your broker, and then to the financial regulator that licenses your broker.

Raise a grievance

This opens your email app with your grievance ready to send. Personal data grievances go to the privacy team and everything else to support. Never include passwords or card details.

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