Leadtrade Markets Limited (the “Company”) aims to provide all its customers with the highest standard of service. We recognize that customers may on occasions be dissatisfied with some part of our service. Leadtrade Markets Limited is regulated by the Cyprus Securities & Exchange Commission (License No. 227/14) and is required to comply with the all regulations pertaining to its license. This includes the establishment of complaint-handling procedures for handling expressions of dissatisfaction received from customers.
Account Queries and Disputes
Queries or disputes can be received via the phone, letter, and email or by any other form of communication. You must tell us as soon as possible about any dispute. The sooner you inform us, the easier it will be to resolve the matter. In the first instance, we recommend that clients try to resolve disputes through the usual customer service channels at the Company.
You will be asked to provide full details of your issue (for example the date and time of the disputed trade). The more information you can provide, the easier it will be for the Company to resolve the matter. The person to whom your query or dispute is directed will try to solve the problem as soon as possible but in any event within 2 business days.
If you are not satisfied with the proposed resolution, the matter can be referred to a Senior Manager at the Company. The Senior Manager will send you an email or letter acknowledging receipt of your complaint, within 5 business days. This acknowledgement will identify the person who will be handling the complaint and explain the complaints handling process and any regulatory rights you may have. The Company will act impartially and attempt to resolve the complaint within one week of the date of the acknowledgement letter.
Where the complaint cannot be resolved within this two week period, a more detailed letter will be written to you explaining why the firm is unable to resolve the complaint. The Company may take up to one additional week to resolve the complaint. In the event that the dispute is not resolved within two weeks of investigation, a final determination letter will be sent explaining the options you have to pursue the matter further.
To log an initial complaint clients are requested to communicate directly with the Compliance Officer of the Company, except in cases where the compliant involves the Compliance Officer, whereby the said complaint shall be handled by an Executive Director of the Company.
The client may submit complaints through the following options:
Telephone: +357 22 418 218
Fax: +357 418 219
Address: 9 Kafkasou Street, Treppides Tower, 5th Floor, 2112 Nicosia, Cyprus
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