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Client Complaints Procedure
The main document that can be subject of client complaint is the statement on his trades provided regularly by the Company. If the Client does not agree with the correctness of this statement he has the right to submit a complaint against the Company within 48 hours after the receipt of the statement.
All complaints should be directed to the Customer Service Department of the Company at [email protected] with a detailed description of the problem and the number of the transaction. The Customer Service Department investigates the complaint within five days of recording it and decides on corrective action (if deemed necessary). A response is sent to Client within two weeks of filing of the complaint informing them of steps taken to resolve it. All problems are resolved within four weeks of communicating with the Client.
Read full Client Complaints Handling Procedure.