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Complaint Procedure

A complaint is an expression of dissatisfaction by a client regarding the provision of investment and/ or ancillary services provided by CFI Markets Ltd (hereinafter referred as “the Company”). Should you have a complaint and/or dispute regarding the products or services provided by us, you should send us your complaint at Livadiotis Court 5, 5th floor, 10, Gregori Afxentiou Avenue, Larnaca 6023, Cyprus.


The following details have to be documented:

1) The identity of the Client who filed the complaint or grievance.
2) The identity of the employee that undertook to provide the service to the Client.
3) The department to which the relevant employee relates to.
4) The date of receipt of the complaint or grievance.
5) The details of the complaint or grievance – full description.
6) The extent in financial terms of the potential loss that the Client claims has suffered.
7) The date and in summary, the content of the reply of the Company to the said complaint or grievance.

All complaints must be in writing and shall be addressed to the Administration/Back Office Department on the following email BackOffice@cfimarkets.com. In this respect, the Head of the Administration/Back Office Department shall establish a medium through which complaints or grievances are received and stored.

The Client is eligible  to request an auditing process and or request a clarification for his auditing trades within a maximum of 2 working days. If the said time frame is exceeded the dealing or brokerage department are entitled to decline the client complaint or not to proceed accordingly

 

After filing his complaint, the client will receive an email within 5 working days from Administration / Back Office Department confirming receipt of the complaint and indicating the client’s unique reference number. The client is advised to save his unique reference number since the same one will be used for the Company’s internal records and follow up, for the Financial Ombudsman and for the records kept in the Cyprus Securities and Exchange Commission.

 

 

The complainant has the full right to directly submit his complaint to the Financial Ombudsman, to the Commission, to the relevant competent Courts or to any ADR mechanism*



The Administration/Back Office Department should:

1) Send a response to the client within maximum 2 months.
2) Resolve complaints based on the internal policies and procedures and the internal operation manual.
3) Inform the client accordingly for the status of his complaint until an official reply will be sent to the client

4) Take into consideration any information related to the Client records and trading summary.

A compliant must not include offensive language directed to any of the Company’s staff.

All complaints should be treated confidentially.

 

Download Complaint Form

 

*negotiation, mediation or arbitration

 

 

 

 

 

Fx & CFDs trading involves a high level of risk

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CFI Markets Ltd.
Gregori Afxentiou 10 Avenue, Livadiotis Court 5
P.O.Box 6023 - Larnaca, Cyprus
Tel: + 357 24 400270
Fax: + 357 24 400271
info@cfimarkets.com
Trading Desk
Tel: + 357 24 400274
tradingdesk@cfimarkets.com
Risk Warning: Forex and CFDs are leveraged products that incur a high level of risk and a small adverse market movement may expose the client to lose the entire invested capital. The possibility exists that you could sustain a loss in excess of your deposited funds even if a stop loss is used and therefore, you should not speculate with capital that you cannot afford to lose and be aware of trading risks. CFI Markets provides general information that does not take into account your objectives, financial situation or needs. The content of this website must not be interpreted as personal advice. Please ensure that you understand the risks involved and seek independent advice if necessary. Read the full disclaimer here.
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