Handling of Clients' Complaints Policy
CLIENTS COMPLAINT POLICYWe, Coverdeal Holdings Ltd (hereinafter, the “Company”), have adopted this Client Complaint Policy in order to ensure a fair and quick process for handling complaints that may arise from our relationship.
“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.
- Submitting your Complaint
You may submit your complaint in writing and addressed to the Compliance Department of the Company who is authorized to handle and investigate complaints that may be submitted from our Clients.
You are encouraged to use the Complaints Form attached herein and submit it in any of the following ways:
- By sending by post or delivering in person the attached Complaints Form at the following address: Kristellina Tower, 12 Arch. Makarios III Avenue, Office 201, 2nd Floor, Mesa Geitonia, 4000, Limassol, Cyprus
- By submitting the Complaint Form electronically at the following email address: email@example.com
- 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.
- 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 ten (10) business days from the date you have submitted your complaint to us. During the investigation process we 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 ten (10) days, 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 submission of the complaint, depending on the complexity of the case and your cooperation.
- 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).
Financial Ombudsman of the Republic of Cyprus
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 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.
If 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 the company ought to have provided you with its final decision.
Contact Details of the Financial Ombudsman of the Republic of Cyprus:
Postal Address: P.O. BOX: 25735, 1311 Nicosia, Cyprus
Telephone: +357 2284 8900
+357 2266 0584
Fax: +357 2266 0118
Cyprus Securities and Exchange Commission
You may also 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.
Contact Details of the Cyprus Securities and Exchange Commission:
General Email: firstname.lastname@example.org
Postal Address: P.O. BOX 24996, 1306 Nicosia, Cyprus
Telephone: +357 2250 6600
Fax: +357 2250 6700
It is understood that your right to take legal action remains unaffected by the existence or use of any complaints procedures referred to above.