سياسة التعامل مع الشكاوى

1. Introduction

CST Financial Services (hereinafter the “Company) is regulated by the International Financial Services Commission (“IFSC”), under authorization number IFSC/60/377/TS/17 and is situated in 35 Barrack Road, Third Floor, Belize City, Belize.

The Company classifies a complaint as any grievance/dissatisfaction involving the activities of those persons under the control of the Company (Employees), in connection with the provision by the Company of the investment and/or ancillary services it provides.

The target of the Company is to deliver a consistent, high-quality and accountable response to the complainant.

2. Definitions:

A “Complaint” is a statement of dissatisfaction formally addressed by the Client to the Company regarding the provision of investment and/or ancillary services provided by the Company.

A “Complainant” is any client which is eligible for lodging a complaint.

2.2 Scope:

The procedure sets out the method for the submission of complaints with the Company when dealing with complaints received by the clients. The purpose of the Complaint Handling Policy (hereafter “CHP) outlines the procedures that are implemented when handling client complaints.

3. Procedure for Handling Client Complaints

3.1 How to file a Complaint:

The Complainant/Client are able to file a complaint to the Company by sending a written complaint to the Company’s email complaints@opteck.biz. All complaints must be in writing and shall be addressed, in the first instance, to the Customer Support Department. Where the client receives a response which does not satisfy him, he has the right to ask Support to escalate the complaint to the Compliance Department. The clients shall provide the following details when submitting their complaints via email:

  • E-mail to complaints@opteck.biz.
  • The client’s name and surname.
  • The clients trading account number.
  • The identification numbers of the relevant orders and positions (if applicable).
  • The date that the issue arose and the description of the issue.
  • The capital and the value of the financial instruments which belongs to the client.
  • Reference of any correspondent exchanged between the Company and the client.

3.2 Handling Complaints:

  • Upon receipt of the complaint the client shall receive a formal written acknowledgement within five (5) business days by the Support. The client will receive an email advising that the complaint has been received and it is under investigation.
  • The complaint will be investigated and if deemed necessary it will be escalated to the Compliance department where the complaint is addressed to be further verified and investigated.
  • The events leading to the complaint or grievance and all the information provided by the client, will be examined and assessed in order to reach a fair outcome.
  • The client will be informed at all the times by the Company in regards to the handling process of his/her complaint. In particular, the findings and proposed solutions that shall be clearly explained in written form to the client within the agreed time frame.
  • If an issue cannot be resolved within the specified period due to the complicated nature of the complaint or further clarification of circumstances is required, the complainant shall be notified of the new timeframes of response for the complaint. Which shall not exceed the 3 months. In the event that the Company is unable to respond within two months, it informs the complainant of the reasons for the delay and indicates the period of time within it is possible to complete the investigation. This period of time cannot exceed three months from the submission of the complaint.
  • In the event that the Support is unable to respond within two months, it informs the complainant of the reasons for the delay and indicates the period of time within it is possible to complete the investigation. This period of time cannot exceed three months from the submission of the complaint.
  • The Company has the right to refrain from reviewing a complaint when:

    • The complaint does not comply significantly with the format requirements as outlined in Section 3.1 – How to file a complaint
    • It does not enable to identify the applicant’s identity
    • It includes offensive language directed either to the Company or an employee of the Company.

In such case, the client will be notified with the reasoning of why the complaint was not taken into process

3.3 Payment Card Transactions

For queries related to payment card transactions please contact billing@opteck.biz

4. Record Keeping

The Company shall maintain all complaints for a minimum period of five years, by the Compliance Department.

5. Review of the CHP

This policy will be reviewed and/or amended at annually or as when considered necessary by the board or when changes or amendments to operating requirements.