Report a Complaint
At ECOMMBX Investments Ltd, (“we”, “us”) we are committed to effective and efficient customer complaint management and strive to manage all complaints in a responsible, transparent, timely and fair manner. If for any reason you are not fully satisfied with any aspect of our services, please contact us in due course.
Any issued raised can be communicated through any means; either oral or written. We recommend that you contact us prior submitting a complaint to resolve the issue directly otherwise you may submit an official complaint using our online form below.
Complaint Form:
We will record and investigate your request and depending on the nature of your complaint, we aim to acknowledge receipt of your complaint within fifteen (15) days. We make 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.
Upon receipt of your complaint, we will register it and provide you with a unique Complaint Reference Number. Please retain this reference number, as it should be quoted in any future correspondence with us, the Financial Ombudsman of the Republic of Cyprus (“Financial Ombudsman”) and/or the Cyprus Securities and Exchange Commission (CySEC), where necessary.
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
- Written acknowledgement of receipt of your complaint within fifteen (15) days from the date of receipt of your complaint, together with your unique Complaint Reference Number.
- Final Response within three (3) months from the date of submission of your complaint.
- Personal Data Issues (GDPR)
- Final response within thirty (30) business days, unless an extension is permitted under the applicable data protection legislation.
If you remain dissatisfied with our Final Response, or if you have not received our Final Response within three (3) months from the date of submission of your complaint, you may refer your complaint to the Financial Ombudsman.
Please note that any complaint referred to the Financial Ombudsman must be submitted within twelve (12) months from the date of submission of your complaint to us.
You may also notify the Cyprus Securities and Exchange Commission (CySEC) of your complaint. Please note, however, that CySEC does not investigate or resolve individual complaints, nor does it award compensation to investors. Complaints submitted to CySEC may be taken into consideration in the exercise of its supervisory and regulatory functions.
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
