Complaint Handling Process

Windsor Brokers cares about always keeping its clients happy and satisfied with our services. The purpose of the Complaint Policy is to outline our effective and transparent procedure for an immediate complaint handling of all existing clients.

In order to file a complaint, please submit the ‘client complaint reporting form’ to complaints@windsorbrokers.eu. At the Company’s reasonable discretion, a complaint filed after the two days may be deemed as consent of all actions that had been undertaken by the Company. When receiving a valid complaint, the Company shall take into account the particular issue raised within its content and the evidence that is provided by the Client. In the cases where a client’s complaint reporting form is received and is deemed invalid by the Company, we shall take such necessary action and steps to notify and inform the Client on how to proceed with submitting a valid ‘client complaint reporting form’.

Upon receipt of a valid Complaint, a written Acknowledgment e-mail will be sent to the Client within the next five working days. This Acknowledgement e-mail will further notify the Client of the Unique Reference Number (URN) which must be used in all future contact with the Company regarding the specific complaint. The Company will investigate the Client’s complaint, will aim towards a final resolution of any issue and will reply within five business days or a maximum two-month period from the initial complaint receipt. During the complaint investigation period, the Company may inform the Client of the handling process and request additional information and/or documentation, as necessary for the full assessment of the said complaint.

In the event that the Company is unable to respond within two months, the Client will be notified of the reasons for the delay and further indication will be provided during the period of time within which it is possible to complete the investigation. The Company aims at all times to resolve complaints in an amicable and professional business manner.

Should the Client feel dissatisfied with our assessment and should your complaint relate to the possible compensation claim, we would like to inform you that you have the right and are encouraged to refer the Complaint. You may refer the complaint to the Financial Ombudsman of the Republic of Cyprus, which is the competent body to examine compensation claims via an extrajudicial procedure, no later than four months after the date when we ought to have provided you with our final decision. You may also escalate the complaint to CySEC, however, please note that the Cyprus Securities and Exchange Commission does not have restitution powers and therefore does not investigate individual complaints.

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