COMPLAINTS PROCEDURE FOR CLIENTS
We, Rodeler Limited, have adopted this Complaints Procedure in order to ensure a fair and quick process for handling complaints that may arise from our relationship.
Our clients are informed and hereby advised to file official complaints with the Company as described below:
1. Submitting your Complaint
You may submit your complaint in writing and address to the Compliance Officer of Rodeler Limited who is authorized to handle and investigate complaints that may be submitted to him from our Clients.
You may use the Complaints Form attached herein and submit it in any of the following ways:
2. Handling of your Complaint
Once we receive your complaint we will review it carefully and will try to resolve it without undue delay. As part of our initial review of the complain, one of our officers may contact you directly in order to obtain further clarifications and information relating to your complaint. We shall need your cooperation in order to handle your complaint.
Following the initial review, we shall try to reply within two (2) business days from the receipt of your complaint, with the reference number of your complaint. Review and investigation of a complaint takes approximately fifteen (15) business days thereafter.
If the complaint requires further investigation and we cannot resolve it within fifteen (15) business days thereafter, we shall notify you accordingly of the investigation progress and indicate the approximate time it will take us to complete the investigation.
When we reach an outcome we will inform you of it together with any required explanations and any remedy measures we intend to take.
It is understood that your right to take legal action remains unaffected by the existence or use of any complaints procedures referred to above. In addition, you may be entitled to take your complaint to the Financial Ombudsman service of Cyprus.
Legal Entity Name (in case the Client is a legal person):
CONTACT DETAILS OF THE CLIENT
DETAILS OF THE COMPLAINT
Date when the Complaint was created:
Employee who offered the services to the Client:
Description of the Complaint: (use a separate sheet if necessary)
FOR OFFICIAL USE ONLY
To reply by: