Complaints

At Finzilo, we are committed to resolving complaints effectively and efficiently. Our complaint handling process is designed to ensure that all concerns are addressed thoroughly. 

Here’s how we manage complaints:

Receipt of Complaint: Upon receiving a complaint, Finzilo will acknowledge its receipt within seven days, confirming that the issue is under review.

Investigation and Resolution: A dedicated team will be assigned to investigate the complaint thoroughly. We strive to provide a resolution within 60 days from receipt of the complaint.

Status Updates: If there are any delays, our support team will keep you informed about the progress and provide updates on the status of your complaint.

Final Response: Our goal is to issue a final response within 180 days of receiving the complaint. This response will include a resolution or explanation regarding the concerns raised.

Delays and Communication: Should additional time be required, Finzilo will send an email explaining the reason for the delay and provide an estimated timeline for when a resolution can be expected.

By following this process, Finzilo ensures that all complaints are investigated and resolved in a timely and effective manner.

Valid Complaint Requirements

To be considered valid, a complaint must include the following details:

• Full name of the client
• Relevant transaction numbers (if applicable)
• Trading account number
• Date and time when the issue started
• Detailed description of the problem
• Any other relevant information that could aid in resolving the issue

Complaint Procedure

Note: Complaints that include unjustified or offensive language directed at Finzilo or its staff may be dismissed. All complaints should be submitted in writing and addressed to our support team. If a client is not satisfied with the resolution from the Customer Support Department, they can:

• Request escalation of the complaint to the Compliance Department
• Directly escalate the complaint to the Compliance Department

The Compliance Department will perform an independent and impartial investigation. Both the Support and Compliance Departments will work together to review the client’s accounts, trading systems, and relevant indicators to ensure that all claims are reasonable and substantiated.

Both Departments Will:

• Respond to client inquiries within seven working days
• Resolve complaints within a reasonable timeframe
• Maintain confidentiality regarding all communication about the complaint

For Inquiries: Contact the support service department for any questions about this procedure.

Queries

A query refers to any dissatisfaction regarding your account or trading activity with Finzilo. Queries should be directed to the Support Department via email, live chat, or telephone. The Customer Support Department will assess your query to determine if it can be resolved immediately or if further investigation is needed. If a prompt resolution is not possible, Finzilo commits to addressing the query within two business days. 

Clients dissatisfied with the response from customer support should follow the complaint escalation procedures outlined on Finzilo’s website.

Additional Information

Different provisions may apply if the client is a trust or a legal entity. Clients should always use their unique Customer Satisfaction Number provided in the acknowledgment or official communication from Finzilo.