سياسة معالجة الشكاوى

Tattvam Capital Markets (herein the 'Company') fully adheres to the rules on complaint handling. In the event that a dispute arises, the Client shall have the right to file a complaint with the Company.

This document sets out the Company's complaint procedures, prepared to demonstrate the Company's aim to treat its customers fairly at all times.

• We record the details of your complaint and contact you within 48 hours of receipt, confirming your contact person at the Company
• We thoroughly investigate the basis of the complaint using all available information
• After investigation, we correct any errors on the part of the Company
• We let you know the outcome of our investigation

When making a complaint please include your trading account number, your name and surname, a description of the problem and affected transaction number (if applicable), and the date and time the issue arose.

• Trading account number
• Full name
• Description of the problem and transaction number (if applicable)
• Date and time the issue arose

The Company may refuse a client's complaint regarding non-trading operations where the complaint did not meet the requirements of this Policy, was not made according to the provided standard form, or where the client initiates operations using funds from a disputed non-trading operation.

An initial response will be sent within 48 hours of receiving the complaint. Simple complaints are dealt with within 5 business days. We endeavour to resolve all complaints within 4 weeks. At the latest, your complaint will be dealt with within 8 weeks from receipt.

Please write your complaints to [email protected] — it will be replied to within 24 hours.