If you are dissatisfied with any aspect of our service, please contact our Customer Service Department (firstname.lastname@example.org), as soon as possible. The vast majority of issues can be solved there.
If Customer Service cannot resolve your issue, you may request for them to escalate the issue to our Compliance Department. The Compliance Department will conduct a fair and detailed investigation of the appeal, to understand the circumstances and to assess whether our actions are within reasonable rights and if all due diligence and contractual obligations have been performed. You will receive a written response from the Compliance Department, within 45 days (usually earlier) of the inquiry.
If you are dissatisfied with the response provided by our Compliance Department, you may submit an appeal to an external, independent dispute resolution organisation. Mitrade Holding's customers can submit this 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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