Complaints Procedure

 

COMPLAINTS PROCEDURE

 

Altior Invest expects from its employees and Compliance Team that they will be able to resolve any complaint. Altior Invest aims to resolve most matters within 14 days. However, some complaints are more complex and may take longer to resolve. If this is the case, Altior Invest will keep the Client informed of the progress by E-mail.

Should a Client wishes to make a complaint, Altior Invest will ask to follow the process outlined below. This will aid Altior Invest in resolving the complaint in the most efficient manner possible in order to regain confidence.

• Firstly, the Client will gather all supporting documents that relates to the complaint.
• Next, the Client will contact the Customer Support Team directly.
• If the problem is current a call at the earliest possible time will give Altior Invest the opportunity to resolve the complaint immediately.
• If the Customer Support employee is unable to satisfactorily resolve the complaint, the case will be forwarded to the Customer Support Manager. If the complaint cannot be resolved by the Customer Support Manager then the case will be directed to Altior Invest’s Compliance Department. They will review the complaint and contact the Client directly.

 

A Client may contact Altior Invest’s Customer Support team by:

Sending a Ticket from the backoffice system or E-mail: [email protected]

A Client can also contact the Compliance team directly by sending an E-mail to: [email protected]

If despite best efforts, a Client believes the complaint has not been satisfactorily dealt with, the Client may wish to contact an external dispute resolution scheme.

 

Ombudsman Vanuatu

Address: Rue Pasteur, P.M.B. 9081, Port Vila, Vanuatu, Phone: + 678 27200, E-mail: [email protected]