Bermuda: Complaints Handling Procedure

We have adopted the Complaints Handling Procedure in order to ensure effective, fair and transparent procedures for handling the complaints received from our clients.

A complaint is a statement of dissatisfaction addressed to the Company by a natural or legal person relating to an investment service provided by Advanced Markets (Bermuda) Limited (the “Company”). A complainant is any person, natural or legal person who is presumed to be eligible to have a complaint considered by the Company and who has already lodged a complaint.

The complaints must be directed by the complainant to the Company’s Compliance Department by filling out the relevant form listed in this procedure and submited to the Company via the following methods:

a. By email: [email protected]

b. By post at our address

In case we receive a notice through the line of communication established by us to receive complaints, but which does not fall within the definition of ‘complaint’ above and can be characterized as an enquiry; this shall be categorized as an enquiry rather than a complaint and will be forwarded to the relevant department to be handled accordingly. The complainant maintains the right to request for the re-classification of his enquiry as a complaint.

Procedure

1. Submission of Complaint
A Client can file a complaint by contacting us at [email protected] providing at a minimum the below listed information:

  • the identity of the complainant who filed the complaint or grievance
  • the identity of the employee that undertook to provide the service to the complainant
  • the department to which the relevant employee relates to
  • the date of receipt of the complaint or grievance
  • the details of the complaint or grievance – full description
  • the extent in financial terms of the potential loss that the complainant claims has suffered
  • the date and in summary, the content of the reply of the Company to the said complaint or grievance

 

2. Acknowledgement of Complaint
We will acknowledge your complaint within 7 days from the receipt. Once we acknowledge receipt of your complaint, we will review it carefully and will try to resolve it without undue delay. One of our officers may contact you directly (including communication by email or phone) in order to obtain further clarifications and information relating to your complaint. We shall need your cooperation in order to handle your complaint.

 

3. Investigation of Complaint
We shall make every effort to investigate your complaint and provide you with the outcome of our investigation within 2 months from the date you have submitted your complaint to us. During the investigation process we will keep you updated of the handling process of your complaint.

We will require your full cooperation in order to expedite the investigation and possible resolution of your complaint. In the event that your complaint requires further investigation and we cannot resolve it within 2 months, we will issue a response indicating the causes of the delay and when the Company’s investigation is likely to be completed. In any event, we shall provide you with the outcome of our investigation no later than 3 months from the issuing of the response of delay, depending on the complexity of the case and your cooperation.

 

4. Resolution
When we reach our final decision we will inform you without delay and we will provide you with an explanation of our position and propose remedial measures (if applicable).

If you are still not satisfied with our final decision you may maintain your complaint by contacting, after we have provided you with our final decision, the Financial Ombudsman Service of Bermuda:

The contact details of the Financial Ombudsman are the following:

  • Suite 102
  • 14 Dundonald Street West
  • Hamilton, HM 09 Bermuda
  • Tel: (441) 296-6541
  • Fax: (441) 296-7734
  • [email protected]

In the unlikely event that the Company was unable to provide you with a final response within the 3 months time period specified above you may again contact the office of the Financial Ombudsman of the Bermuda after the date when we ought to have provided you with our final decision.

It is understood that your right to take legal action remains unaffected by the existence or use of any complaint’s procedures referred to above.

In order to open an account with Advanced Markets (UK) Ltd, the prospective client may qualify as a ‘Professional client’ or as an ‘Eligible Counterparty,’ as defined by Section 3.5 and 3.6 of the UK’s Financial Conduct Authority’s (FCA) Conduct of Business Sourcebook, respectively. Clients will be required to represent that they are acting for their own account and shall at all times qualify notwithstanding any subsequent determination to the contrary as a “Professional” or “Eligible Counterparty” client, the prospective client is required to supply the appropriate proofs. For more information regarding the qualification standards, please contact us.”