Complaints Procedure

Should you wish to make a complaint we ask that you follow the process outlined below, this will aid us in resolving your complaint in the most efficient manner possible in order to regain your confidence.

Firstly, gather all supporting documents that relate to your complaint, think about the questions you want answered and decide what you want us to do. Next, contact your account manager directly. Remember, if the problem is current a call at the earliest possible time will give us the opportunity to resolve your complaint immediately. If your account manager is unable to satisfactorily resolve your complaint, you may submit your complaint in writing and addressed to the Compliance Officer of the Company who is authorized to handle and investigate complaints that may be submitted from our Clients.

Please use the relevant Complaint Form enclosed within the Complaints Procedure (Policy) and submit it in any of the following ways:

1. By sending by post or delivering in person the Complaint Form at the following address:

135 Omonoias, UAD Court, 7th Floor, 3045 Limassol, Cyprus

2. By submitting the Complaint Form electronically at the following email address:

[email protected]

3. By submitting the Complaint Form by Facsimile at:

+1 247-887-4312

We will acknowledge receipt of your complaint within five (5) days from the receipt of your complaint and provide you the unique reference number of your complaint. The unique reference number should be used in all your future contact with the Company, the Financial Ombudsman and/or CySEC regarding the specific complaint.

We shall make every effort to investigate your complaint and provide you with the outcome of our investigation within two (2) months from the date you have submitted your complaint to us. During the investigation process will keep you updated of the handling process of your complaint.

Dispute Resolution

We expect that our account managers, supervisors or Compliance team will be able to resolve your complaint. If despite our best efforts, you believe your complaint has not been satisfactorily dealt with, you may wish to contact an external dispute resolution scheme.

If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Financial Ombudsman of the Republic of Cyprus, a Cyprus government body which provides fair and independent financial services complaints’ resolution to consumers.

Website: www.financialombudsman.gov.cy
Email: [email protected]
Telephone: +357 22 848900
In writing to: Financial Ombudsman of the Republic of Cyprus, P.O. BOX: 25735, 1311 Nicosia, Cyprus
Fax: +357 22 660584, +357 22 660118