We will record and investigate your request and depending on the nature of your complaint, we aim to acknowledge your complaint within five (5) days. The Company makes every effort to assess and resolve customer complaints at the point of receipt, where possible. For simple complaints, we aim to make the response instant.

Below you may find indicative timeframes required for investigating a complaint submitted, provided that all the relevant information has been received:

• Investment or Ancillary Services complaint
  

  • Two (2) months from the date of submission of the complaint.

  • Exception: In the event of a delay for reason beyond our control you shall be notified accordingly and receive a final response within three (3) months.

• Personal Data Issues (GDPR) 
  • Final response within 30 business days

In case you are not satisfied with our response or the actions taken to resolve your complaint, you may refer your complaint to the Financial Ombudsman of the Republic of Cyprus, within four (4) months from the receipt of our final response, or Cyprus Securities and Exchange Commission (CySEC).

1. The Financial Ombudsman of the Republic of Cyprus

Address: 15 Kypranoros Street, 1061, Nicosia, Cyprus
Postal address: 25735, 11311 Nicosia, Cyprus
Phone: +357 22848900
Website: www.financialombudsman.gov.cy
Complaints: complaints@financialombudsman.gov.cy
Information: enquiries@financialombudsman.gov.cy

2. Cyprus Securities and Exchange Commission (CySEC)

Address:19 Diagorou Street, 1097, Nicosia, Cyprus

Phone: +357 22506600

Website: www.cysec.gov.cy/en-GB/home/
Email: info@cysec.gov.cy