01. Scope

A “complaint” is defined as “any oral or written statement alleging a grievance involving the activities of those persons under the control of Consulco Capital Ltd (“the Company”) or its employees, in connection with the provision by the Company of the services.

All complaints made by clients (or potential clients) either directly to the Company or indirectly through the Commission, in relation to the way in which the Company conducts its business must be fully investigated by the Compliance Officer and where possible appropriate action taken to resolve the situation.

Even a seemingly minor complaint which is mishandled or left unchecked could lead to serious and damaging consequences for the Company. Any apparent complaint, whether written or oral, must be immediately referred to the Compliance Officer.

 

02. Procedure

  • Submitting your Complaint

Complaints may be submitted in writing, orally, by fax or by email at the contact details provided below:

  1. Address: 73 Metochiou Street, Engomi 2407, Nicosia, Cyprus (For the attention of: Compliance Officer)
  2. By Telephone at: (+357) 22 361 300
  3. By sending an email to complaints@consulcocapital.com and completing the Complaints Form
  4. By sending a fax at: (+357) 22 752 597 using the attached Complaints Form

  • Complaint Acknowledgement

The Company will acknowledge receipt of your complaint within seven (7) business days from the receipt of your complaint and register the complaint directly into an internal register, which is maintained by the Company. The written acknowledgment sent by the Company will include details as to the name and capacity of the person dealing with the complaint.

  • Complaint Management

Once the Company acknowledges receipt of your complaint, it will review it carefully, investigate the circumstances surrounding your complaint and will try to resolve it without undue delay.
If it is not possible to resolve the complaint within seven (7) business days, a letter will be sent stating that the complaint is under investigation and that upon completion, the complainant will be informed in writing of the outcome of the investigation.

In case the investigation is not concluded within four (4) weeks following the submission of the complaint, the complainant will be informed in writing on the investigation’s progress, the reason why the Company was unable to resolve the complaint in the aforesaid time frame, and an indication of when further contact will be made.

  • Final Decision

Within seven (7) business days of the completion of an investigation a written report will be sent to the complainant explaining clearly:

  1. the outcome of the investigation
  2. the nature and terms of any offer of settlement which the Company is prepared to make in satisfaction of the complaint
  3. the reasons for declining to offer a settlement, if this should be the case
  4. a statement of the fact that the Company will treat the complaint as settled if the complainant does not indicate dissatisfaction within one (1) month of receiving the report

The Company will inform the complainant that they may refer the complaint with a copy of the final response to the Cyprus Securities and Exchange Commission for further investigation.

If the complainant is not fully satisfied by the final decision of the Company’s position on the complaint, he/she may refer the complaint to an alternative dispute resolution entity such as the Financial Ombudsman. Furthermore, the complainant may inform the Cyprus Securities and Exchange Commission.

Contact Details of the Financial Ombudsman of the Republic of Cyprus:

Address: 13 Lord Byron Avenue, 1096 Nicosia
Phone: 22848900 (main number)
Facsimile (Fax): 22660584, 22660118
E-mail:

Website: www.financialombudsman.gov.cy

Contact Details of the Cyprus Securities and Exchange Commission:

Address: 19 Diagorou Street, 1097 Nicosia
Telephone: +357 22 506600
Fax: +357 22 506700
Website: https://www.cysec.gov.cy/en-GB/cysec/contact/