Complaints Training Guide for Customer Facing Departments

CCSV - Cyprus Securities and Exchange Commission (‘CySEC’)

• COMPLAINTS CATEGORISATION

The regulator does not differentiate on the type of complaint, formal or informal.

The company differentiates between a formal complaint and a query (an informal complaint).



Formal complaints will be treated as such only if the client provides details of the causes of the complaint.

CCSV - Cyprus Securities and Exchange Commission (‘CySEC’)

• COMPLAINTS PROCEDURE - QUERIES (INFORMAL COMPLAINTS)

CC CY has implemented the following procedure for queries/informal complaints handling:

• When an enquiry/question cannot be resolved immediately by the customer support/sales agents it should be forwarded through slack to the relevant department.
• The relevant department will provide the customer support with a proper reply for the client or if further investigation is required, a task will be opened in Asana for the enquiry.
• When the investigation is complete a reply will be sent to the client either through customer support or through the compliance department.

P.S. If the client remains unsatisfied then he needs to be informed that he has a right to submit a formal complaint via [e-mail]