Complaints handling Policy
The purpose of this Policy is to set out the procedure to be followed and the appropriate action required to be taken by the Company in the case of a complaint by any client to ensure the Company’s compliance with paragraph 13 of Directive DI 144-2007-01 of the Cyprus Securities and Exchange Commission for the Authorisation (hereafter “CySEC”) and Operating Conditions of the Cyprus Investment Firms.
“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.
The Company has established, implemented and maintains effective and transparent procedures for the reasonable and prompt handling of complaints or grievances received from retail or potential retail clients, and to keep a record of each complaint or grievance and the measures taken for the complaint’s resolution.
If clients need to complain, they are requested to follow the procedure below:
Clients shall complete the Complaint Form developed by the Company (available on the Company’s webpage). Once completed, it should be sent either in a hard copy along with a copy of the complainant's identification document and any additional documentation that would be relevant to the complaint to Stocks Forex AF Ltd, the Company’s head offices are situated at Karaiskaki 38, Kanika Alexander Center, 2nd floor, office 213B, 3032 Limassol, Cyprus or by e-mail to firstname.lastname@example.org or email@example.com.
Upon receipt of the above documentations the Company will send a written acknowledgement letter to the client within 3 business days, indicating the Unique Reference Number of the complaint ant that the complaint is under investigation.
After investigating the complaint with the relevant departments, a written response will be sent to the client from the Company within 10 business days from the day the original complaint is received. Alternatively, if the complaint is not resolved within the set timeframe, the client will receive a detailed response from the Company with the status of the complaint.
If the provided investigation results does not fully satisfy the client’s demands, the Company should provide to the client in writing a thorough explanation of its position on the complaint and set out the client’s option to maintain the complaint e.g. through CySEC, the Financial Ombudsman, ADR Mechanism, or the relevant Courts.