If you are not satisfied with any aspect of our services, please contact our Customer Service department (email@example.com), as soon as possible. The vast majority of complaints can be solved there.
If Customer Service cannot resolve your issue, you can ask them to escalate the issue to our Compliance Department. The Compliance Department will conduct a detailed and fair investigation of the complaint to understand the true circumstances of the matter and to assess whether our actions are within reasonable rights and have performed our contractual and other obligations. We will provide you with a complete written response within 45 days (usually earlier) of the complaint.
If you are dissatisfied with the results provided by our compliance department, you can submit your complaint to an external, independent dispute resolution organization. Mitrade Holding's customers can submit their complaints to the Cayman Islands Monetary Authority (CIMA).
CIMA is the regulalory body who is responsible for resolving disputes between CIMA licensees and their customers. Complaints in relation with the operations or managment of the licensees should be directed to the Deputy Manging Director.
Please visit the CIMA website www.cima.ky/complaints-procedure for more information.
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