Complaints Handling Procedure
PROSPERGATE CAPITAL LIMITED (hereinafter the ‘Company’) aims to provide prompt, helpful, open, and informative advice in response to every approach made by a member of the public. We always want to hear the views of our customers about our performance. We recognize that, as with all organizations, from time-to-time things can go wrong and we may not provide the standard of service that we have set ourselves as this gives us an opportunity to put things right and to learn from our mistakes. The Company has appointed a Compliance Officer to efficiently handle any complaints from the Client. This is to allow the Company to resolve and apply mandatory measures to avoid any recurring issues. The company will keep all records connected to the specific complaints in a register of complaints.
Definition of a Complaint
The Company classifies a complaint as any grievance involving the activities of those persons under the control of the Company (Employees), in connection with the provision by the Company of the investment and/or ancillary services it provides.
Complaint Handling Procedure
The Compliance Officer shall be responsible for handling Client complaints, except in the case where the complaint involves the Compliance Officer, whereby the complaint shall be handled by the Managing Director. The Client may register a complaint using any of the following options:
• Email: [email protected]
• Telephone: +357 25366551
• Fax: +357 25361615
• Postal Address: 2 Filiou Zannetou Street,
3021, Limassol, Cyprus
Upon receiving the complaint, the Company will register the Company directly to its Internal Register, giving it a unique reference number. The unique reference number must contain: – the code of the CIF regarding the Transaction Reporting System (TRS), – the year of the complaint and the number of each complaint serial number The Company will inform the complainant that he/she should use the above-mentioned reference number in all future contact with the Company, the Financial Ombudsman and/or the CySEC concerning the specific complaint.
Any Client’s complaints received will be forward, within 48hrs, to the Compliance Officer;
When the Compliance Officer receives the Client’s complaint then a written acknowledgement will be sent to the Client confirming the name and job title of the person dealing with the complaint within 48 hrs.
This Acknowledgement will confirm the necessary action required to resolve the complaint and will contain details of our Complaints’ Handling Procedure, and of the right to refer the Complaint the Financial Ombudsman if you are dissatisfied with the Company’s assessment and ruling.
The Company will ensure that all Communication is in plain language which is clearly understood.
The Company will then gather and investigate all relevant evidence and information regarding the complaint and provide an Initial response without any unnecessary delay within 14 (fourteen) working days from the date that the Compliance Officer receives the Client’s complaint. It is provided that, during the investigation of the complaint, the CIF informs the complainant of the handling process of his/her complaint.
When an answer cannot be provided within the expected time limits, the Company will inform the complainant about the causes of the delay and indicate when the Company’s investigation is likely to be completed.
Within 4 weeks from the date that the Compliance Officer receives the Client’s complaint, then a final response or a holding response will be sent to the Complainant explaining the findings of the investigation. In the case where a holding response is sent to the Complainant, then an explanation shall be given stating the reasons why the Company has not been able to resolve the complaint as well as giving an estimated time to resolve the issue; If after 8 weeks of receiving the complaint we are still not in a position to resolve the issue then the Compliance Officer will notify you in writing stating the reasons for the delay and indicate an estimated time to resolve the issue.
When the complainant has received the final response, he will have 8 weeks to respond. If no response has been received from the complainant indicating that he is still dissatisfied with the explanation, then the Complaint will be considered as resolved.
The client may refer the complaint to Financial Ombudsman of the Republic of Cyprus within six (6) months of the date of the final response. The complaints handling is available at the Financial Ombudsman’s website:
All decisions relating to Clients’ complaints or grievances shall be communicated to the Clients in writing (including electronic mail) and copies shall be retained by the Relevant Department.
The decisions with respect to complaints or grievances in relation to the relevant department shall al so be retained by the Compliance Officer.
The Company is required to provide to the CySEC information regarding the complaints it receives via an electronic form to the Commission, on a monthly basis.