Complaints procedure

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To make a complaint in relation to the services provided to you by Redfin Capital Ltd you can contact the Compliance Officer either by submitting your complaint via email to complaints@redfincapital.com or by contacting over the telephone +357-25568860.

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In your complaint, please include (where applicable):

 

• Your name

• Your trading account number

• The affected transaction’s details

• The date and time that the issue arose.
   

Please describe all the facts clearly and provide any information that you think may assist us to resolve the complaint promptly.

 

We will acknowledge your complaint within 3 business days and let you know which employee of Redfin Capital Ltd will be responsible for dealing with your complaint.

 

The timing of the resolution of your complaint will depend on the gravity of the issue, but we expect that it will not exceed one month from the date of receipt of your complaint. In cases when an answer cannot be provided within the expected time limits we will inform you about causes of the delay and indicate when the investigation is likely to be completed.

 

We will keep you informed about handling of your complaint during the whole process.

 

If you are dissatisfied with the final response you have received, you can refer your complaint to

 

Cyprus Securities and Exchange Commission

Department of Market Surveillance and Investigations

Complaints Desk

27 Diagorou Street

CY-1097 Nicosia

General: +357 22506600,

Fax: +357 22 506 700

 

https://www.cysec.gov.cy/en-GB/complaints/how-to-complain/

 

It is important to stress that the CySEC has no restitution powers. Therefore any complaints submitted to CySEC are taken into consideration in the performance of its supervisory mandate.

 

Should you consider that you have any disputes with Redfin Capital Ltd, for which you are claiming damages, you are encouraged to consider submitting your complaint to the Financial Ombudsman.

 

Address: 13 Lord Byron Avenue, 1096 Nicosia

Phone: 2284890

Fax: 22660584, 22660118

Complaints: complaints@financialombudsman.gov.cy

Financial Ombudsman: fin.ombudsman@financialombudsman.gov.cy

Website: www.financialombudsman.gov.cy