Global
Capital has in place a Client Complaints Procedure to ensure that all clients’
complaints are addressed. This procedure describes the actions that will be
followed by Global Capital following the receipt of a complaint or accusation
from a Client. In addition to adhering to the existing Laws and Regulations,
these actions aim to protect the interests of both the Client and Global
Capital. Global Capital has a person designated as its Complaints Officer for matters relating to the execution of client orders (for matters relating to portfolio management and corporate finance the designated complaint officers are the respective heads of the two departments).
Global Capital has a person designated as its Complaints Officer for
matters relating to the execution of client orders (for matters relating to
portfolio management and corporate finance the designated complaint officers
are the respective heads of the two departments).
The
Complaints Officer works independently both from the back office and the front
office/brokers.
- A client notifies the Company of his/her complaint either in
writing (including email) or by phone.
- When a client calls the Company’s Offices to make a complaint, the
call is forwarded to the Complaints Officer who records the time of the
complaint. This is the time considered for establishing whether the
complaint is made within 24 hours from the time that confirmation of
transactions executed is delivered.
- The Complaint’s Officer asks the complaining client to put the
complaint in writing and sign it before submission to Global Capital
either by hand, fax, or mail.
- In cases where a complaint is made within 24 hours, the Complaints
Officer is responsible for giving the Company’s response to the complaint,
within 24 hours from the time of receipt of the written complaint.
- In cases where the client files a complaint after the 24 hours
following transaction confirmation, the Complaints Officer will still give
the Company’s response in due time; however the Company is not bound to
respond within a certain time limit.
- In cases where the client complaint involves the Head Broker (HB),
the Complaints Officer will make any reasonable effort to resolve the
problem by directly talking with the Head Broker to obtain answers.
- The Internal Auditor (IA) will be notified and where necessary, the
IA will be consulted or asked to participate in the handling of a
complaint case.
- In cases where the client complaint does not involve the HB, the
Complaints Officer will refer the complaint to the HB who will handle the
case and discuss with the Complaints Officer regarding the Company’s
appropriate response.
- If the Client is not satisfied with the Company’s response he may
raise the matter with the Company’s Chief Executive Officer or its Board
of Directors.
- The Company maintains a register of all complaints made including
the date received, processing time and response time with a basic
description of the complaint and the company’s response.
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