At Fenix Capital Markets Trading Ltd we aim to provide a high standard of investment services in order to serve our clients’ interests in the best possible way. However, we understand that despite our best efforts there may be instances where a client may not be entirely satisfied. In such cases, every effort will be made to resolve any outstanding issues in a fair and speedy way.

This document outlines our procedure for the submission and handling of complaints.

Procedure

Your complaint can be submitted to Fenix Capital Markets Trading Ltd in the following ways:

  • By telephone at +357 25 820810
  • By Fax at +357 25 359772
  • By e-mail at the following address: complaints@fenixcmt.com
  • By letter addressed to Compliance Officer, Fenix Capital Markets Trading Ltd,Griva Digeni, Panayides Building, 2nd floor, office 3, 3030 Limassol, Cyprus.
  • By filling in the complaint form at http://fenixcmt.com/complaint/

The Compliance Officer will reply acknowledging receipt of your complaint, within five (5) days, assigning you with a unique case number. The number is to be used for all future reference related to the specific complain with all parties involved which may be Fenix Capital Markets Trading Ltd, the Financial Ombudsman and Cyprus Securities and Exchange Commission. Your complaint will be begin being processed and the compliance officer may contact you to ask for additional information and/or clarifications. Please note that in case Compliance requires any data from your end and you do not provide those data within two (2) weeks from the request date we will consider the complaint resolved and cease investigation.

The investigation is primarily concluded within fourteen (14) days from the day of submission. In case the Compliance Officer’s investigation is not concluded within said timeframe, you will be informed of such event in writing and will continue to receive a periodical update regarding the progress of the investigation. Maximum complaint process is three (3) months. Please note that depending on the complexity of the investigation it may take up to the maximum time to be concluded, in such case Compliance will often request additional information to be provided by the client and we strongly recommend that you provide all details requested as soon as possible. You can also request an update at any stage of the investigation using the above mentioned contact methods.

Handling

All complaints are processed from Compliance department and each one is assign to a Compliance Officer. It is the department’s duty to handle complaints and take actions to improve Company’s procedures and operations in order to fully protect Company’s customers in conjunction with Company’s interests by preventing the repetition of such complaints. If no Officer is available the responsibility is assign to the Head of Compliance and in their absence the complaint is handled by the General Manager.

Essential Information

When registering a complaint the below information are essential for effective and efficient process of the application:

  • Clients full name
  • Email
  • Detailed description of the complaint

Record Keeping

All complaints are registered and maintain within the records of the Company for a maximum period of five (5) years. The records are kept for transparency purposes as well as measurement for the Company’s effectiveness on related procedures. Data kept are:

  • Clients full name
  • Email
  • Date of receipt
  • Description of the complaint
  • Date of resolution
  • Status of resolution
  • Steps taken with detailed actions description
  • Compliance Officer assign

Resolutions

Assigned Officer will investigate the complaint and will implicate other staff or departments of the Company where and when it’s needed. Depending on the outcome and the nature of the investigation your balance will change accordingly, if found to be in your favor, otherwise no changes would be made. In any case you will be notified of the result along with details of the investigation. All findings and resolutions are reported to and approved by the Head of Compliance.

If you are not satisfied with the outcome of the investigation into your complaint or with the way your complaint is handled by Fenix Capital Markets Trading Ltd, you may refer the matter to the Cyprus Securities and Exchange Commission or/and Financial Ombudsman(contact details found below).

Contact Details of the Financial Ombudsman of the Republic of Cyprus:

  • Website: http://www.financialombudsman.gov.cy
  • Email: complaints@financialombudsman.gov.cy
  • Postal Address: P.O. BOX: 25735, 1311 Nicosia, Cyprus
  • Telephone:+35722848900
  • Fax:+35722660584,+35722660118

Contact Details of the Cyprus Securities and Exchange Commission:

  • Website: http://www.cysec.gov.cy
  • Email: info@cysec.gov.cy
  • Postal Address: P.O. BOX 24996, 1306 Nicosia, Cyprus
  • Telephone: +35722506600
  • Fax:+35722506700

All investigation conclusions are communicated to you and you have the right to dispute it within five (5) days, after five days all conclusions are final. Any dispute will be process again as a new complaint with the exception that all dispute outcomes are final.