Trading 212

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Complaints Policy

Trading 212

Complaints Policy

Introduction

Trading 212 is a trading name of Trading 212 Markets Ltd. (the “Company”).

The Company is registered in Cyprus (Register number HE 409763) and is authorised and regulated by the Cyprus Securities and Exchange Commission (“CySEC”) (Register number 398/21)

The Company is committed to:

  • providing a high standard of client service; and
  • maintaining our reputation for credibility and accountability.

We welcome feedback on our service at any time. If you are dissatisfied with our services, please give us the opportunity to fix the problem. We will investigate, answer your questions and work hard so you enjoy trading with us.

Should you feel dissatisfied with any aspect of our service, your first action should be to contact our Customer Service Team at info@trading212.com.

The complaints handling procedure sets out the method for the submission of complaints by clients and the Company’s processes for dealing with such complaints.

What is a complaint?

The Company defines a complaint as “an expression of dissatisfaction, whether oral or written, with a product or service provided by the Company that is not resolved at the first point of contact.”

How to make a complaint?

Any member of the Company staff can receive a customer complaint and has the responsibility to do everything within their authority to resolve the issue at the first point of contact. Where a member of staff feels they lack the experience, expertise or authority to settle the matter immediately, they may refer the matter to their supervisor.

Complaints shall be submitted in writing through the normal Customer Support communication channels, namely by sending an email to our Customer Service Team at info@trading212.com.

To help us respond as quickly as possible, a complaint sent by the client shall include:

  1. the client’s name and surname;
  2. the client’s username;
  3. the date on which the issue arose;
  4. the affected transaction numbers, if applicable; and
  5. a clear and logical description of the issue.

Complaints shall not include offensive language directed to either the Company or any Company employee.

Our Customer Support team may contact the complainant directly in order to obtain further clarifications and/or information. The complainant’s cooperation is required for the handling of the complaint in question.

While our Customer Support team will be able to resolve the majority of queries, you may also refer the query as a complaint to our Compliance Department. We prefer to receive complaints in writing, as there is less potential for misunderstanding.

In order to contact the Company’s Compliance Department, you should write to complaints.cy@trading212.com or:
Compliance Department
Trading 212 Markets Ltd.
18 Santorinis,
4004, Limassol, Cyprus
setting out the details of your complaint as clearly as possible. The Compliance Department operates independently and will carry out an impartial review of your case, contacting you for more information if necessary. They will endeavour to determine what happened or failed to happen, and assess whether we have acted properly and in accordance with our rights and obligations. They may also determine whether any compensation is due.

Investigation

On receipt of your complaint our staff will acknowledge your complaint within five (5) days from the receipt of your complaint and provide you the unique reference number of your complaint. The unique reference number should be used in all your future contact with the Company, the Financial Ombudsman and/or CySEC regarding the specific complaint.

Whilst our internal procedures allow us up to eight weeks to deal with a complaint, every effort will be made to resolve complaints as quickly as possible.

Timeframes

The Company will make every effort to review a Complaint carefully, investigate the circumstances surrounding your complaint and will try to resolve it without undue delay. The Company shall make every effort to investigate a complaint and provide the outcome of the Company’s investigation within eight (8) weeks from the date the Complaint was submitted to the Company.

During the investigation process the Company will keep the Complainant updated of the handling process of the complaint.

The Company may contact the Complainant directly (including communication by email or phone) in order to obtain, where needed, further clarifications and information relating to a complaint. The Company will require full cooperation in order to expedite the investigation and possible resolution of a complaint.

In the event that a complaint requires further investigation and the Company cannot resolve it within eight (8) weeks, the Company 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, the Company shall provide the Complainant with the outcome of the investigation no later than four (4) weeks from the issuing of the holding response, depending on the complexity of the case and your cooperation.

Please note that the Company shall consider a complaint as closed and cease the relevant investigation in case the Complainant fails to respond to the Company within the period of twelve (12) weeks from the date of the submission of the complaint.

When the Company has reached an outcome, the Company will inform the Complainant of it together with an explanation of the Company’s position and any remedy measures the Company intends to take (if applicable).

External Dispute Resolution

If the Complainant is not satisfied with the Company’s final decision the Complainant may submit their complaint to the Financial Ombudsman of the Republic of Cyprus and seek mediation for possible compensation. It is important that you contact the Financial Ombudsman of the Republic of Cyprus within sixteen (16) weeks of receiving a final response from the Company otherwise the Financial Ombudsman of the Republic of Cyprus may not be able to deal with your complaint.

In the unlikely event that the Company was unable to provide you with a final response within twelve (12) weeks time period specified above you may again contact the office of the Financial Ombudsman of the Republic of Cyprus no later than sixteen (16) weeks after the date when we ought to have provided you with our final decision.

Contact Details of the Financial Ombudsman of the Republic of Cyprus:
Website: www.financialombudsman.gov.cy
Email: complaints@financialombudsman.gov.cy
Postal Address: P.O. BOX: 25735, 1311 Nicosia, Cyprus
Telephone: +357 22 84 8900
Fax: +357 22 66 0584, +357 22 66 0118
or via the following link: http://www.cysec.gov.cy/en-GB/complaints/how-to-complain/

You can also choose to raise a complaint via the European Commissions Online Dispute Resolution Platform. However, since the Financial Ombudsman Service was established to deal with complaints regarding financial service firms based in the Republic of Cyprus, it is likely that you will be referred to the Financial Ombudsman Service, whose details are outlined above.

Complaints Register

The Company stores all complaints it receives on an internal archive, as quickly as possible, and in an appropriate manner.

The Company is required to provide to the CySEC information regarding the complaints it receives via an electronic form to the Commission on a monthly basis.

Our Right To Proceed With The Recovery Of Debts

The above Complaints Handling Procedure does not apply to money that you may owe to us.

We may take immediate action to recover any debts payable to us in court.

Interim Relief - Injunctive Relief

Nothing set forth herein shall prevent either Party from applying to court for interim or injunctive relief.

Each party acknowledges that a breach of the provisions of this Agreement may cause the other Party irreparable injury and damage and, therefore, any such breach may be enjoined through injunctive proceedings, in addition to any other rights and remedies that may be available to either Party as per applicable law or in equity.

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