The Company is obliged to put in place internal procedures for handling complaints fairly and promptly. The client may submit a complaint to the Company via email to [email protected].

Once your complaint has been submitted successfully, the Customer Support Department of the Company will address and investigate the complaint. We will acknowledge receipt of your complaint within five (5) days from its receipt on our system, and will provide you with a reference number of your complaint.

Your complaint will be carefully reviewed, and we will investigate the circumstances surrounding your complaint and will do our best to resolve it in a timely manner. We shall make every effort to provide you with the outcome of our investigation within two (2) months from the date of submission of the complaint. During this investigation process, we will attempt to keep you posted as to its progress. One of our representatives may contact you directly in order to obtain, if needed, further clarifications, information and/or evidence relating to the complaint. For the efficient handling of this claim, we require your full cooperation and attention in order to achieve a possible resolution in the shortest time possible.

In the event that we cannot resolve your complaint within the two (2) month designated period, we will notify you of such. This notice will indicate the causes of the delay and when we hope our investigation will be completed. We will attempt to provide you with an outcome of the internal investigation no later than one (1) month from the issuing of the notice, depending on the complexity of the complaint and your assistance. Please take note that the Company shall consider your complaint finalized and closed in case you fail to respond to our emails or phone calls within the period of three (3) months from the date of submission.

You will be notified with the final outcome of the investigation, along with an explanation of the Company’s position and any remedy measures we intend to take (when applicable).

You may submit your complaint to the Financial Ombudsman of the Republic of Cyprus (http://www.financialombudsman.gov.cy) and seek mediation for possible compensation, if you are not pleased with Company’s suggested resolution.