COMPLAINTS HANDLING PROCEDUR
Leveraqe Capital Markets Limited aims to provide its customers with the highest standard of service. However, we recognize that customers may on occasions be dissatisfied with some part of our service. These include the establishment of complaint-handling procedures for handling expressions of dissatisfaction received from customers.
Leveraqe Capital Markets Limited has adopted this Complaint Handling Procedure in order to establish fair and quick procedures for handling Complaints that may arise from the relationship with the Client.
The Company is required to apply a complaints management policy, which is defined and endorsed by Senior Management and the Board of Directors, who will be responsible for its implementation and for monitoring the Company’s compliance with it.
The Company shall further ensure that it has a complaints management function, which enables Complaints to be investigated fairly, with potential conflicts of interest to be identified and mitigated
The ‘Complainant’ shall mean any person, natural or legal, who is eligible for lodging a Complaint to the Company and who has already lodged a Complaint.
The ‘Complaint’ shall mean a statement of dissatisfaction by a Client addressed to the Company by the Complainant, relating to the provisions of investment and/or ancillary services provided by the Company.
Submission of a Complaint
If after consulting with a member of the Company’s support team, you are still unable to obtain a satisfactory response and explanation to your inquiry, we welcome you contact our management team for escalation, on: firstname.lastname@example.org.
The Complainant should supply the info here.
For clarification purposes, the Company may not be able to accept your complaint via any other means/channels.
Acknowledging your Complaint
We will acknowledge receipt (via email) 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 regarding the specific 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 and within the bounds of our mandate.
The investigation of the Complaint is subject to the provision of the correct information by the Complainant. The following information should be provided in order for the Company’s officer to be able to conduct an investigation:
The Client’s full name
The Client’s trading account number
A full description of the issue/ Complaint, including dates, trading positions and any relevant details
The damage claimed by the Complainant
Reference of any correspondence exchanged between the Company and the Complainant.
A final response or a holding response will be sent to the Complainant within two (2) months from the date of receipt of the Complaint, providing you with the outcome/decision of the investigation.