The Company classifies a complaint as any grievance/dissatisfaction involving the activities of those persons under the control of the Company (Employees), in connection with the provision by the Company of the investment and/or ancillary services it provides.
The target of the Company is to deliver a consistent, high-quality and accountable response to the complainant.
A “Complaint” is a statement of dissatisfaction formally addressed by the Client to the Company regarding the provision of investment and/or ancillary services provided by the Company.
A “Complainant” is any client which is eligible for lodging a complaint.
The procedure sets out the method for the submission of complaints with the Company when dealing with complaints received by the clients. The purpose of the Complaint Handling Policy (hereafter “CHP) outlines the procedures that are implemented when handling client complaints.
3. Procedure for Handling Client Complaints
3.1 How to file a Complaint:
The Complainant/Client are able to file a complaint to the Company by sending a written complaint to the Company’s email [email protected]. All complaints must be in writing and shall be addressed, in the first instance, to the Customer Support Department. Where the client receives a response which does not satisfy him, he has the right to ask Support to escalate the complaint to the Compliance Department. The clients shall provide the following details when submitting their complaints via email:
- E-mail to [email protected].
- The client’s name and surname.
- The clients trading account number.
- The identification numbers of the relevant orders and positions (if applicable).
- The date that the issue arose and the description of the issue.
- The capital and the value of the financial instruments which belongs to the client.
- Reference of any correspondent exchanged between the Company and the client.
3.2 Handling Complaints:
In such case, the client will be notified with the reasoning of why the complaint was not taken into process
3.3 Payment Card Transactions
For queries related to payment card transactions please contact [email protected]
4. Record Keeping
The Company shall maintain all complaints for a minimum period of five years, by the Compliance Department.
5. Review of the CHP
This policy will be reviewed and/or amended at annually or as when considered necessary by the board or when changes or amendments to operating requirements.