General

The Company shall maintain effective and transparent procedures for the reasonable and prompt handling of complaints received from Retail Clients or potential Retail Clients, and to keep a record of each complaint and the measures taken for the complaints resolution. Such procedures and records shall be the responsibility of the Administration/Back Office Department.

Procedures

• The identity of the Client who filed the complaint.
• The identity of the employee that undertook to provide the service to the Client.
• The department to which the relevant employee relates to.
• The date of receipt of the complaint.
• The details of the complaint full description.
• The extent in financial terms of the potential loss that the Client claims has suffered.
• The date and in summary, the content of the reply of the Company to the said complaint.