Goldmill Markets Complaints Handling Policy
- Introduction
Goldmill Markets (“Company”) is committed to providing high-quality services to its clients. However, we recognize that there may be occasions when clients are not satisfied with the service provided. This Complaints Handling Policy (“Policy”) outlines the process for handling client complaints in a timely, efficient, and fair manner.
- Definition of Complaint
For the purposes of this Policy, a complaint is defined as any expression of dissatisfaction, whether oral or written, from a client regarding the services provided by the Company.
- Complaints Handling Process
a. Initial Complaint
Clients should first raise their complaint with their account manager, who will attempt to resolve the issue promptly. If the account manager is unable to resolve the complaint, the client may escalate the complaint to the Compliance Department.
b. Complaint Acknowledgment
Upon receipt of a complaint, the Compliance Department will acknowledge the complaint within two business days. The acknowledgment will include the name and contact details of the person responsible for handling the complaint.
c. Complaint Investigation
The person responsible for handling the complaint will investigate the complaint and gather all relevant information. The investigation will be conducted promptly and thoroughly.
d. Complaint Resolution
The person responsible for handling the complaint will provide the client with a written response to the complaint within ten business days of receiving the complaint. The response will include an explanation of the Company’s position and any action taken to address the complaint.
e. Escalation
If the client is not satisfied with the response to the complaint, the client may escalate the complaint to the Complaints Officer, who will conduct an independent review of the complaint.
f. Final Response
The Complaints Officer will provide the client with a final written response to the complaint within 30 business days of receiving the complaint. The response will include an explanation of the Company’s position and any action taken to address the complaint.
g. Record Keeping
The Company will maintain records of all complaints received and the actions taken to resolve those complaints. The records will be kept for a minimum of five years and will be made available to regulatory authorities upon request.
- Client Communication
The Company will communicate with clients in a clear, concise, and respectful manner throughout the complaints handling process.
- Review
The Company will regularly review and update this Policy to ensure that it remains effective in handling client complaints.
- Conclusion
The Company is committed to resolving client complaints in a timely, efficient, and fair manner. By implementing this Policy, the Company aims to ensure that its clients can have confidence in its services and that their complaints are addressed promptly and fairly.
