Support for Customers


Dedicated Support for Our Valued Customers

Disclosures and Consumer Protection

As a part of our commitment to transparency and integrity, our company has established a channel for customers, vendors or any third parties to report any observed misconduct, wrong doings, and unethical practices by our employees. All reports will be handled with strict confidentiality and in accordance with our established procedures.

We encourage you to share any concerns or reports via the following
Email: complianceteam@mustafasultanexchange.om

Financial Consumer Protection Regulatory Framework:

We comply fully with the Central Bank of Oman’s (CBO) Financial Consumer Protection Regulatory Framework, which ensures transparency, fairness, privacy, and clear dispute‑resolution standards, in line with international best practices adopted by CBO.

As a licensed Money Exchange Establishment (MEE), we uphold consumer rights and responsibilities. We also publish Key Facts Statements (KFA) following CBO’s disclosure and transparency guidelines. We are committed to fair treatment, protection of personal data, and accessible complaints processes.

الإطار التنظيمي لحماية المستهلك المالي:

نحن نلتزم بالكامل بإطار حماية المستهلك المالي الصادر عن البنك المركزي العُماني (CBO)، والذي يضمن الشفافية والعدالة والخصوصية ومعايير واضحة لحل النزاعات، وذلك تماشياً مع أفضل الممارسات الدولية المعتمدة من قبل البنك المركزي العُماني.

وبصفتنا منشأة صرافة مرخصة (MEE)، فإننا نلتزم بحقوق ومسؤوليات المستهلكين. كما نقوم بنشر بيانات الحقائق الرئيسية (KFA) وفقاً لإرشادات البنك المركزي العُماني الخاصة بالإفصاح والشفافية. ونحن ملتزمون بالمعاملة العادلة، وحماية البيانات الشخصية، وتوفير آليات ميسّرة لتقديم الشكاوى.

Fraud Prevention & Customer Awareness

With the rising threat of scams and unauthorized transactions in today’s digital and physical environments, we are committed to helping you stay informed and vigilant.
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Common Types of Fraud
  • Phishing Scam: Fraudsters may send emails, SMS, or messages impersonating banks or money transfer agents to obtain your personal or financial details.
  • Impersonation Fraud: Scammers pretend to be relatives, friends, or officials and request money transfers under false pretences, often creating a sense of urgency.
  • Investment & Lottery Scams: Offers of quick profits, lottery wins, or overseas inheritance claims are often fraudulent and designed to deceive and extract funds.
  • Online Marketplace Frauds: Fraudulent buyers or sellers may misuse payment services to commit financial fraud during e-commerce or classified platform transactions.
  • Employment & Visa Scams: Scammers offer fake job opportunities or visa assistance, asking for remittance or service fees in advance.
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Protect Yourself, Know the Red Flags
  • Never share your transaction or ID details with anyone you do not know or trust.
  • Do not send money to strangers or for offers that seem “too good to be true.”
  • Verify the identity of the recipient independently before transferring money.
  • Avoid transferring funds under pressure or urgency without due verification.
  • Do not act on calls, emails, or messages asking for sensitive information or login credentials.

What You Can Do
  • Verify Before You Transfer: Always confirm the legitimacy of the recipient.
  • Report Suspicious Activity: If something feels wrong, stop the transaction and report it.
  • Stay Informed: Educate yourself regularly on new fraud techniques and scams.
  • Keep Receipts & IDs Secure: Handle your transaction documents with care.
  • Use Official Channels: Visit our branches or call our official numbers for support.
Our Commitment to You
We follow strict AML/CFT (Anti-Money Laundering / Combating the Financing of Terrorism) procedures and regulatory standards. Our team ensures the integrity of our operations.

If you suspect fraud or have received a suspicious request involving our services, please report it immediately to your nearest branch or contact our team at: +968-72373777 or
helpdesk@mustafasultanexchange.om