Complaints Procedure

Prigovori

U rijetkim slučajevima Vašeg nezadovoljstva bilo kojim aspektom naših usluga, prvo se trebate obratiti svom menadžeru računa, jer se većina prigovora može riješiti na toj razini. Ako nisu u stanju riješiti problem na Vaše zadovoljstvo, možete se obratiti našem Odjelu za usklađenost poslovanja.

Molimo pošaljite mail na compliance@fortrade.eu ili pišite na:

Odjel za usklađenost poslovanja

Fortrade Limited

Michelin House,

81 Fulham Road,

London. SW3 6RD.

Kako biste nam omogućili da istražimo i riješimo vaš slučaj što je brže moguće, navedite sljedeće:

  • Vaše ime, e-mail adresu i broj telefona
  • Jasan sažetak problema ili prigovora
  • Što biste željeli da uradimo kako bi sve bilo u redu
  • Kopije cjelokupne relevantne korespondencije ili elektroničke pošte
  • Dnevni kontakt telefon

Nakon što bude zaprimljen, prigovor će se rješavati sukladno našim žalbenim procedurama, sažetim niže:

  1. Primitak svih prigovora će biti potvrđen što prije, a najkasnije u roku od 5 radnih dana.
  2. Svaki prigovor će biti istražen i nastojat ćemo poslati konačan odgovor ili izvješće o napretku u roku od 4 tjedna.
  3. Kada nije moguće donijeti konačan odgovor u roku od 4 tjedna, pokušat ćemo završiti proceduru u roku od 8 tjedana. Ako nismo u mogućnosti pružiti odgovor unutar ovog vremenskog okvira, pisat ćemo i objasniti razlog za to i obavijestiti Vas kada se može očekivati konačan odgovor.
  4. U svakom trenutku, naša je obveza pravedno i transparentno ophoditi se prema klijentima, sukladno FCA protokolu o korektnom ophođenju prema klijentima (“TCF”).
  5. Ukoliko prođe vise od 8 tjedana bez konačnog odgovora, ili klijent bude nezadovoljan konačnim odgovorom (ili u bilo kojoj fazi procesa) problem se može proslijediti Financial Ombudsman Service (FOS). Prigovor se mora uputiti FOS-u roku od 6 mjeseci od datuma posljednjeg dopisa s odgovorom.

Služba financijske zaštite (FOS)

Služba financijske zaštite (Financial Ombudsman Service) djeluje kao nepristrani sudac u rješavanju sporova i prigovora u tvrtkama koje se bave financijskim uslugama u Velikoj Britaniji. Usluga je potpuno besplatna.

Kontakt informacije FOS-a su sljedeće:

Služba financijske zaštite

Exchange Tower

London E14 9SR.

Telefon: 0800 0 234 567

Za pristup kopiji obrazloženja FOS letka, kliknite sljedeći link:

http://www.fos.org.uk/publications/consumer-leaflet.htm.

Complaints Procedure

In the unlikely event of your dissatisfaction with any aspect of our service, in the first instance you should contact your account manager as most complaints can be dealt with at this level. If they are unable to resolve the matter to your satisfaction you may refer it to our Compliance department.

Please either email compliance@fortrade.eu or write to:

Compliance Department

Fortrade Limited

Michelin House,

81 Fulham Road,

London. SW3 6RD.

To enable us to investigate and resolve your case as quickly as possible, please include the following:

  • Your name, email address and TP number
  • A clear and concise summary of the issue or complaint
  • What you would like us to do in order to put matters right
  • Copies of any relevant correspondence or emails
  • A daytime contact telephone number

Once received, it will be dealt with in accordance with our complaints handling procedures, summarised below.

  1. All complaints will be promptly acknowledged within 5 working days.
  2. Any complaint will be investigated and we will endeavour to send a final response or a progress report within 4 weeks.
  3. Where a final response is not possible within 4 weeks, we will attempt to finalise within 8 weeks. If we are unable to provide a response within this timeframe, we shall write and explain why and advise when a final response can be expected.
  4. At all times, we shall treat customers fairly and with transparency in accordance with the FCA’s Treating Customers Fairly (“TCF”) protocol.
  5. Should more than 8 weeks pass without a final response, or the customer is dissatisfied with the final response (or at any stage through the process) the matter may be referred to the Financial Ombudsman Service (FOS). The complaint must be referred to the FOS within 6 months of the date of the final response letter.

Financial Ombudsman Service (FOS)

The Financial Ombudsman Service acts as an impartial adjudicator in the resolution of disputes and complaints with financial services firms in the UK. The service is completely free of charge.

Contact details for the FOS are as follows:

The Financial Ombudsman Service

Exchange Tower

London E14 9SR.

Telephone: 0800 0 234 567

To access a copy of the FOS explanatory leaflet, click on the following link:

http://www.fos.org.uk/publications/consumer-leaflet.htm.