We, Smarttool Trading SC Limited (hereinafter, the “Company”), have adopted this Complaints Procedure in order to ensure a fair and quick process for handling complaints that may arise from our relationship.
1. Submitting your Complaint
In order to submit a complaint to the Company, you are kindly requested to complete and submit the Complaint Form of the Company (click the button below). Please note that the Company may not accept complaints submitted to it by any other mean/method (i.e. telephone, etc.).
To submit a complaint, please follow the complaint procedure found below
Once you successfully complete and email your complaint, the Company shall handle and investigate your complaint.
2. Acknowledging your Complaint
We will acknowledge receipt of your complaint within five (5) business days from the receipt of yourcomplaint.
3. Handling of your Complaint
Once we acknowledge receipt of your complaint we will review it carefully, investigate the circumstances surrounding your complaint and will try to resolve it without undue delay. We shall make every effort to investigate your complaint and provide you with the outcome of our investigation within two (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. One of our officers may contact you directly (including communication by email or phone) in order to obtain, where needed, further clarifications and information relating to 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 two (2)months, we will issue a holding response in writing or other durable medium. When a holding response is sent, it will indicate 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 one (1)month from the issuing of the holding response, depending on the complexity of the case and your cooperation. Please note that the Company shall consider your complaint as closed and cease the relevant investigation in case you fail to respond to our officers within the period of three (3) months from the date of the submission of your complaint.
4. Final Decision
When we reach an outcome, we will inform you of it together with an explanation of our position and any remedy measures we intend to take (if applicable). It is understood that your right to take legal action remains unaffected by the existence or use of any complaints procedures referred to above.
Complaints Procedure for Clients
These are the questions you need to answer if you wish to submit your complaint to Smarttool Trading SC Limited. For help to fill in this form, please speak to one of our Customer Support representatives.Please answer the questions and email them to firstname.lastname@example.org. Please note that Smarttool Trading SC Limited cannot accept complaints submitted to it by any other mean/method(i.e. telephone, etc.).
Complete, up-to-date as well as accurate information is required to be provided to Smarttool Trading SC Limited for the proper investigation and evaluation of your complaint. Please note that the below
Complaint Form is only indicative and not exhaustive. Smarttool Trading SC Limited may request further information and/or clarifications and/or evidence as regards your complaint. Moreover, Smarttool Trading SC Limited may request from you to re-submit a new Complaint Form in case it considers that you have incorrectly and/or falsely completed your Complaint Form.
Smarttool Trading SC Limited will try to resolve your complaint on the basis of good faith, fairness and by taking such action as is consistent with market practice.