Definitions : Complainant means any person, natural or legal, which is eligible for lodging a complaint to the Company and who has already lodged a complaint.
Complaint means a statement of dissatisfaction addressed to the Company by a complainant relating to the provision of investment services.
Company’s responsibilities : The Company must ensure that it has a complaints management function, which enables complaints to be investigated fairly and possible conflicts of interest to be identified and mitigated.
The Company is required to:
- Apply a complaints management policy, which is defined and endorsed by the senior management and the board of directors, who will be responsible for its implementation and for monitoring the Company’s compliance with it.
- Ensure that the complaints management policy is included in its internal operation manual.
- Ensure that the complaints management policy is available to all relevant stuff of the Company through adequate internal channels of communication.
Procedure – Handling customers complains
If the Client has any complaint in relation to any of the services provided by the Company, this complaint should be transmitted in writing through the “Contact Us” section (page) which can be found on the Company’s website or by sending an email to [email protected] All Client’s complaints are then received by the Back Office Department as soon as the issue is submitted by the client.
If the client receives a response from the Back Office Department but deems that the complaint needs to be raised further the client may either ask the Back Office Department to escalate it to the Compliance Department or directly contact the Compliance Department [email protected] which will independently and impartially investigate it.
Both the Back Office Department and the Compliance Department shall thoroughly examine any complaints as required (taking into account any information contained within the books and records of the Company, including but not limited to the client’s trading account journal) to reach a fair outcome.
Their duties include the effective and efficient handling of customer’s complains or grievances so as to enable the Company to adopt and apply the required actions to prevent the repetition of the same complains or grievances.
The Company has established, implemented and maintains effective and transparent procedures for the reasonable and prompt handling of complaints or grievances received from retail clients or potential retail clients, and keeps a record of each complaint or grievance and the measures taken for the complaint’s resolution.
All complaints shall be treated with confidentially.