Complaint Handling Procedure
TriumphFX is a trading name of TRIUMPH INT. (SC) LIMITED (the “Company”, “us”, “we”, “our”, “ours” or ”ourselves” as appropriate). Registered Office is Suite 3, Global Village, Jivan’s Complex, Mont Fleuri, Mahe, Seychelles.
TriumphFX aims to treat its customers fairly in all aspects of its business and provide them with the highest standards of service. However, if a particular aspect of our service falls short of your expectations, you may consider expressing your dissatisfaction.
2. Scope of the Complaints Handling Procedure
You can raise any queries or disputes via email or via the Traders Room (Supp. A Customer Complaints Form is available on our website under the section Legal Documents, which you can submit to the email address: [email protected].
You must tell us as soon as you become aware of the issue and in any event within two (2) Business Days of the event giving rise to the issue. The sooner you inform us, the easier it will be to resolve the matter. In the first instance, you may attempt to resolve any simple disputes or queries via your Traders Room (Support Ticket). Most minor issues or queries can be resolved to the client’s satisfaction by our support team. If you are dissatisfied with their response, you should lodge a formal complaint using the form on the website immediately. You will be asked to provide full details relating to your issue.
The more relevant information you can provide, the easier it will be for us to resolve the matter. However please focus on the grievance.
Please set out the Complaint clearly, ideally in writing. This should include:
- Your name;
- Your Account ID;
- The subject of the grievance or the affected transaction numbers, if applicable; The date and time that the issue arose; and a description of the issue.
Our Compliance Department or the Customer Service Team will write to you acknowledging receipt of your complaint, within 3 Business days. This acknowledgement will explain the complaints handling process and a time frame on when we will provide you with feedback.
Our Compliance Department or the Customer Service team will act impartially and attempt to resolve the complaint within 7 working days of the date of the acknowledgement letter.
Where we cannot resolve your complaint within this 7 working days period, we will write to you again explaining why the broker is unable to resolve the complaint. Our Compliance Department or the Customer Service team may then take up to 7 additional working days to resolve it.
If the dispute is not resolved within 14 working days from the date the complaint was raised with the Compliance Department or the Customer Service Department, you will be sent a final determination letter explaining the options you have to pursue the matter further.