Introduction
PropFundX (hereinafter referred to as the “Company”, “we”, “us” , or “our”) has created this Complaints Handling Procedure & Form to explain our complaints handling practices. By using our Services, you agree to our policies and procedures regarding complaints procedures. If you have any questions or comments, please contact us at [email protected] If you do not agree with our policies, please refrain from using our Services.
Scope of the Complaints Handling Procedure
The Complaints Handling Procedure (‘hereinafter referred to as the ‘Procedure’) describes a fair and quick process of dealing and handling with client’s complaints that may arise from our relationship with clients.
Definition of a Complaint
A complaint is an expression of dissatisfaction by a client regarding the provision of investment and/or ancillary services provided by the Company. The Company considers important and essential to pay the proper attention to each and every complaint made by a client, irrelevant of the subject matter of the complaint.
Procedure
The Company ensures that its current complaints process is applicable for all categories of clients. Resolution of client complaints is achieved without undue delay, taking into consideration the seriousness of the complaint as well as the financial implications this may have to both the client as well as the Company. This Complaints Policy and the Complaints Handling Policy gathers all necessary information and uses the measures taken by the Company to solve potential inconveniences, complaints and/or grievances that might occur among the business relationship between the client and the Company.
A complaint must be written in English and include the following information:
- The client’s full name
- The client’s trading account number
- The Client’s address and email address
- The affected transaction(s) number (if applicable)
- Date and time that the issue causing the complaint arose.
- A full and clear description of the issue causing the complaint/content of the complaint.
- Reference to any correspondence exchanged between the Company and the client (such correspondence should be attached).
The Company may, at its discretion, refuse to handle a complaint if any of the requirements contained in the above subparagraph is not fulfilled.
Clients or potential clients can submit complaints to the Company free of charge. When handling a complaint, communication with clients or potential clients shall be clear, in plain language that is easy to understand.
All complaints will be treated with strict confidentiality.
FAQs
Questions regarding this Procedure should be addressed, at first instance, to the Customer Support Department at [email protected] .
Records and Reporting
The Company shall keep and continuously update records of all the complaints received by clients with details of the investigation conducted, the final outcome of these, any measures taken for their resolution and all the communication with the clients.
Review of the Policy
The Company reserves the right to amend its policies at any time by making them public on its official website https://PropFundX.com. Policies shall be reviewed/amended annually and/or as and when it is deemed necessary by Regulatory Authorities and the Compliance Officer and further approved by the Board of Directors. Should the Company materially change this Policy, including how it collects, processes, or uses clients’ personal information, the revised Complaints Policy will be uploaded on the Company’s official website. In such a case, the latest version of the policy published on the official website of the Company shall prevail. As such, Clients hereby consent, agree and accept that, posting of a revised Complaints Policy electronically on the Company’s official website forms the actual notice of the Company to its Clients. The Company encourages its clients to periodically review this Complaints Policy so that they are always aware of what information the Company collects, how it uses it and to whom it may disclose it, in accordance with the provisions of this Policy. Any dispute over the Company’s Complaints Policy is subject to this notice and the Client Agreement. Please contact us at [email protected] should you require additional clarification and/or further information, inquiries and/or questions.
