As part of our commitment to providing the best possible service to our clients, we uphold effective and transparent procedures for prompt complaint handling for existing and potential retail clients and we maintain records of complaints and measures taken for complaint resolution, in line with applicable MiFID legislation and guidelines of the CySEC.
The quickest and most effective way of dealing with any concerns that you may have is to contact your Account Service Manager, who will do his/her utmost to resolve any issues that you may be experiencing. Our Account Service Managers are trained to deal with any concerns or issues that you may have and will make every effort to work with you to investigate, try to sort out and resolve any concerns or issues that you may have and to provide you with an appropriate response. Any concerns or issues that you may have will usually be resolved at this early stage.
However, our clients who wish to file a formal complaint can do so in the following ways;
By sending a signed letter by post with a copy of your identification documentation as provided during registration for ID purposes and any other documents relevant to the complaint being filed to the Company’s address:
Trading Point of Financial Instruments Ltd.
12 Richard & Verengaria St,
Araouzos Castle Court, 3rd Floor,
3042 Limassol, Cyprus
Via email to firstname.lastname@example.org along with attachments of the documentation as outlined above in point 1.
Upon receipt of an official legitimate client complaint, written acknowledgment will be sent to the Client within five (5) working days from the date the complaint was received (working days are Monday through Friday, excluding bank holidays in Cyprus) (the “Initial Response”).
Once the investigation is completed, a summary description of the outcome will be sent to you and, where appropriate, a final proposal to resolve your complaint (the “Final Response”). We will attempt to send our Final Response no later than thirty (30) working days from the date on which we received your complaint. This may not always be possible, as sometimes the complexity of the complaint may require more time to investigate fully.
We will always abide by regulatory guidelines in relation to a complaint and as such, we will always ensure that complainants are kept informed about their complaint and our activities in response to their complaint.