We, Redpine Capital Limited (hereinafter, the “Company”), have adopted this Complaints Procedure in order to ensure a fair and quick process for handling complaints that may arise from our relationship.
1. Submitting your Complaint
You may submit your complaint in writing and address it to the Complaints Management Function of the Company who is authorized to handle and investigate complaints that may be submitted to them from our Clients.
You are encouraged to download the Complaints Form and submit it in the following way:
By submitting the Complaints Form electronically at the following email address: support@xbmarkets.com along with a copy of any additional documentation that would be relevant to the complaint.
2. Acknowledging your Complaint
We will acknowledge receipt of your complaint within five (5) business 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.
3. Handling of your Complaint
Once we acknowledge receipt of your complaint, we will review it carefully, investigate the circumstances surrounding your complaint and will try to resolve it without undue delay.
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. One of our officers may contact you directly (including communication by email or phone) in order to obtain further clarifications and information relating to your complaint. We will require your full cooperation in order to expedite the investigation and possible resolution of your complaint.
In the event that your complaint requires further investigation and we cannot resolve it within two (2) months, we will issue a holding response in writing or other durable medium. When a holding response is sent, it will indicate the causes of the delay and when the Company’s investigation is likely to be completed. In any event, we shall provide you with the outcome of our investigation no later than three (3) months from the period of submission of the complaint.
4. Final Decision
When we reach an outcome we will inform you of it together with an explanation of our position and any remedy measures we intend to take (if applicable).
In case our final decision that does not fully satisfy your demands, we shall explain to you the Company’s position on the complaint and set out your options, to maintain your complaint to an Alternative Dispute Resolution (ADR) Mechanism, the Financial Ombudsman, CySEC or the relevant Courts.
1. Contact Details of the Financial Ombudsman of the Republic of Cyprus:
Website: http://www.financialombudsman.gov.cy
Email: complaints@financialombudsman.gov.cy
Postal Address: P.O. BOX: 25735, 1311 Nicosia, Cyprus
Telephone: +35722848900
Fax: +35722660584, +35722660118
If you are not satisfied with the Company’s final decision you may check with the office of the Financial Ombudsman of the Republic of Cyprus in case you are eligible to file a complaint with them and seek mediation for possible compensation. It is important that you contact the Financial Ombudsman of the Republic of Cyprus within four (4) months of receiving a final response from the Company otherwise the Financial Ombudsman of the Republic of Cyprus may not be able to deal with your complaint.
In the unlikely event that the Company was unable to provide you with a final response within the three (3) month time period specified above you may again contact the office of the Financial Ombudsman of the Republic of Cyprus no later than four (4) months after the date when we ought to have provided you with our final decision.
1. Contact Details of the Cyprus Securities and Exchange Commission:
Website: http://www.cysec.gov.cy
General email: info@cysec.gov.cy
Postal Address: P.O. BOX 24996, 1306 Nicosia, Cyprus
Telephone: +35722506600
Fax: +35722506700
You may maintain your complaint with the Cyprus Securities and Exchange Commission. However please note that the Cyprus Securities and Exchange Commission does not have restitution powers and therefore does not investigate individual complaints.
It is understood that your right to take legal action remains unaffected by the existence or use of any complaints procedures referred to above.
COMPLAINTS FORM
This is the form you need to fill in if you wish to submit your complaint to the Company. Complete, up-to-date as well as accurate information is required to be provided to the Company for the proper investigation and evaluation of your complaint.
Please note that the below Complaint Form is only indicative and not exhaustive. The Company may request further information and/or clarifications and/or evidence as regards your complaint.
