Introduction
This policy governs the effective, clear, and prompt handling of complaints submitted to MSFX LTD (“the Company”) in relation to its services. The Company maintains records of all complaints and measures taken for their resolution, in accordance with applicable laws and regulations.
Definitions
Complaint: An official complaint submitted to the Compliance Department via the designated complaint form. It is a statement of dissatisfaction by a client regarding the investment or ancillary services provided by the Company.
Complainant: Any person, whether natural or legal, who is a client of the Company.
Submitting a Complaint
The Complainant should report the issue as soon as possible to enable the Company to investigate it efficiently. Complaints can only be submitted via written electronic communication (email).
If the Customer Support Department is unable to resolve the complaint, it can be escalated to the Compliance Department.
Complaints must be related to services rendered under the Company's Terms & Conditions, available on the Company’s website.
Order Types
The Company registers all complaints, recording the following information:
- Nature of the complaint.
- Description of the event or subject of the complaint.
- Date of submitting the complaint.
- Measures implemented to resolve the complaint.
- Reasoning for any rejection of the complaint.
- Date of responding to the complaint.
- Any other relevant information.
The Company manages all complaints within a transparent system, allowing them to be traced and administered at every stage of the process. Since complaints are accepted only via email, all correspondence is duly recorded. Complaints are handled equally and fairly, without any discrimination, in accordance with this Policy.
Complaints Handling Process
Customer Support Department If possible, complaints should be settled without delay. Complaints submitted in writing are forwarded to the Compliance Department. The officers in the Customer Support Department will inform clients of the appropriate process to follow.
If a complainant contacts the Company on behalf of another person, the Company may request proof of that person’s consent to the handling of their complaint by a third party. The Company aims to resolve complaints within five (5) business days, depending on the nature of the complaint, and ensures that the maximum time to respond to complaints does not exceed 30 days.
Compliance Department If the Customer Support Department cannot resolve the complaint efficiently or within a short period of time, the complaint will be escalated to the Compliance Department. If the Complainant does not accept the solution offered by Customer Support, they are entitled to approach the Compliance Department directly. To properly address the issue, complainants are required to complete the Complaint Form included in this policy and submit it to the Compliance Department. Without this form, the Company may be unable to process the complaint.
Response to Complaints
The Company follows procedures to ensure that complaints are resolved within thirty (30) business days. The response, including the reasoning, is communicated to the Complainant. Some complaints may be resolved more quickly depending on the complexity and nature of the issue. If a complaint takes longer than thirty (30) business days to resolve, the Company will communicate the reasons for the delay and may request additional information to investigate the complaint further.
If a complaint is submitted by another person or with an improper method that does not establish proper authorization, the Company may request confirmation from the authorized individual to proceed with the complaint.
The Company ensures that every decision made to resolve complaints is accompanied by clear and unanimous reasoning, which is communicated to the Complainant in writing. If the decision is based on legislation, relevant regulations will be included in the reasoning.
Monitoring and Record-Keeping of Complaints
After the resolution of a complaint, the Company preserves all written or electronic documents related to the complaint for a period of seven (7) years. The Company may also prepare statistics and reports on complaints to improve the efficiency of its complaint-handling process.
Complaint Form
Client submitting a complaint should complete the following form:
Client Information:
Full Name:
Account Number:
Address:
Telephone Number:
Email:
Summary of the Complaint
Please describe the product or service you are complaining about, including any relevant details, evidence, and the suggested resolution.
Signature
- Date:
- Client Signature: