Complaint Handling Procedure
We, Hoch Capital Limited, (hereinafter the “Company”) have adopted the following Complaints Handling Procedure in order to ensure a fair and expeditious process for handling complaints.
The Company is licensed by the Cyprus Securities Exchange Commission (“CySEC”) under number 198/13, with its registered office at Griva Digeni & Kolonakiou, 125 Grosvenor Tower, ground floor 3107 Limassol, Cyprus.
Definition of a Complaint
A complaint is an expression of dissatisfaction about any investment services activity provided or withheld by the Company.
Submitting a Complaint
If, after consulting with a member of the Company’s support team, you (the “client”) are unable to obtain a satisfactory response and explanation to your inquiry, we welcome you to escalate your compliant by contacting our management team at: Management@itrader.com.
You can also submit a formal complaint to the company’s compliance department. In order to submit your complaint, you should include details and any supporting documentation about the matter using the online form.
For clarification purposes, the Company may not be able to accept your complaint via any other means/channels.
Company’s Responsibilities
A CIF is required to establish, implement and maintain effective and transparent procedures for the reasonable and prompt handling of complaints or grievances received from its clients.
Within five (5) business days from the day an official complaint has been received through the Company’s online form, we will send written confirmation of the receipt of the complaint, a unique reference number that should be used when contacting the Company, the Financial Ombudsman or CySEC and an estimated time for receiving a final decision.
In order to ensure that you request is processed as efficiently as possible, you are kindly requested to provide any supporting documents (i.e. emails, chat transcripts, statements etc.) as soon as possible.
Handling the Complaint
Once we have received your complaint, the Company will research and investigate the claim to the fullest extent possible in order to make a final decision. The final decision will be communicated to you upon the completion of our investigation or three (3) months from the date you submitted your complaint, whichever is sooner.
In certain circumstances, a representative of the Company may contact you via phone in order to collect additional information or to clarify certain points. If the Company is unable to provide you a final decision within two (2) months, it may send you a holding letter updating you on the current status of the investigation and establishing a new deadline for company to make its final decision.
The Company shall consider your complaint as closed within three (3) months of the submission date if it is unable to reach you or you fail to provide response in a timely matter. When we reach an outcome, we will inform you regarding it, together with an explanation of our position and any remedial measures we intend to take (if applicable).
Final Outcome
If you are not satisfied with the Company’s final outcome, you are entitled to contact the Office of the Financial Ombudsman or the Cyprus Securities Exchange Commission:
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
If you are not satisfied with the Company’s final decision you may submit your complaint to the Financial Ombudsman of the Republic of Cyprus and seek mediation for possible compensation. It is important that you contact the Financial Ombudsman of the Republic of Cyprus within four (4) months of receiving a final response from the Company otherwise the Financial Ombudsman of the Republic of Cyprus may not be able to deal with your complaint. In the unlikely event that the Company was unable to provide you with a final response within the three (3) month time period specified above you may again contact the office of the Financial Ombudsman of the Republic of Cyprus not later than four (4) months after the date when we ought to have provided you with our final decision.
The Company is licensed by the Cyprus Securities Exchange Commission (“CySEC”) under number 198/13, with its registered office at Griva Digeni & Kolonakiou, 125 Grosvenor Tower, ground floor 3107 Limassol, Cyprus.
Definition of a Complaint
A complaint is an expression of dissatisfaction about any investment services activity provided or withheld by the Company.
Submitting a Complaint
If, after consulting with a member of the Company’s support team, you (the “client”) are unable to obtain a satisfactory response and explanation to your inquiry, we welcome you to escalate your compliant by contacting our management team at: Management@itrader.com.
You can also submit a formal complaint to the company’s compliance department. In order to submit your complaint, you should include details and any supporting documentation about the matter using the online form.
For clarification purposes, the Company may not be able to accept your complaint via any other means/channels.
Company’s Responsibilities
A CIF is required to establish, implement and maintain effective and transparent procedures for the reasonable and prompt handling of complaints or grievances received from its clients.
Within five (5) business days from the day an official complaint has been received through the Company’s online form, we will send written confirmation of the receipt of the complaint, a unique reference number that should be used when contacting the Company, the Financial Ombudsman or CySEC and an estimated time for receiving a final decision.
In order to ensure that you request is processed as efficiently as possible, you are kindly requested to provide any supporting documents (i.e. emails, chat transcripts, statements etc.) as soon as possible.
Handling the Complaint
Once we have received your complaint, the Company will research and investigate the claim to the fullest extent possible in order to make a final decision. The final decision will be communicated to you upon the completion of our investigation or three (3) months from the date you submitted your complaint, whichever is sooner.
In certain circumstances, a representative of the Company may contact you via phone in order to collect additional information or to clarify certain points. If the Company is unable to provide you a final decision within two (2) months, it may send you a holding letter updating you on the current status of the investigation and establishing a new deadline for company to make its final decision.
The Company shall consider your complaint as closed within three (3) months of the submission date if it is unable to reach you or you fail to provide response in a timely matter. When we reach an outcome, we will inform you regarding it, together with an explanation of our position and any remedial measures we intend to take (if applicable).
Final Outcome
If you are not satisfied with the Company’s final outcome, you are entitled to contact the Office of the Financial Ombudsman or the Cyprus Securities Exchange Commission:
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
If you are not satisfied with the Company’s final decision you may submit your complaint to the Financial Ombudsman of the Republic of Cyprus and seek mediation for possible compensation. It is important that you contact the Financial Ombudsman of the Republic of Cyprus within four (4) months of receiving a final response from the Company otherwise the Financial Ombudsman of the Republic of Cyprus may not be able to deal with your complaint. In the unlikely event that the Company was unable to provide you with a final response within the three (3) month time period specified above you may again contact the office of the Financial Ombudsman of the Republic of Cyprus not later than four (4) months after the date when we ought to have provided you with our final decision.
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