Complaint Handling Policy

SuperFin, hereinafter referred to as the “Company”, strives to provide top-quality brokerage services for trading on the Forex market.

The Company has appointed a Compliance Officer who is responsible for efficiently handling any complaints from the Client. This would allow the Company to successfully deal with issues and prevent them from reoccurring in the future.

Definition

According to the Company, a complaint is any objection and/or dissatisfaction that the Client may have with regards to the provision of any financial service provided by the Company.

Procedure

The Compliance Officer is tasked with processing Client complaints, except in the case where the complaint involves the Compliance Officer; such complaints shall be handled by the Managing Director.

Clients may register complaints using the following methods:

  • a copy of your valid passport with the signature page;
  • E-mail: [email protected]
  • Telephone: +65-3-1590282 (International format)

The requests will be forwarded to the Compliance Officer within 48 hours after being received. After he/she receives them, the Client will be sent a notification that their request is being processed within 48 hours.

The Client will receive a final response or a holding response explaining the findings of the investigation up to 4 weeks from the date the Compliance Officer receives the Client’s complaint. If a holding response is sent to the Complainant, an explanation shall be given stating the reasons why the Company has not been able to resolve the complaint as well as giving a time estimate for the resolution of the issue.

If after 8 weeks of receiving the complaint we are still unable to resolve the issue, the Compliance Officer will notify you in writing about the reasons for the delay and indicate an updated time estimate to resolve the issue.

When the Client receives the final response, they will have 8 weeks to respond. If no response is received within that period from the complainant indicating that they are still dissatisfied with the explanation, the Complaint will be considered resolved.

If the complainant is still not satisfied with the Company’s final response, they can refer their complaint with a copy of the Company’s final response to the competent authorities for further investigation within a period of 6 months.

SuperFin is regulated by the International Financial Services Commission. You can find more information https://www.belizefsc.org.bz/

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Notic

SuperFin adalah jenama dengan beberapa entiti yang diberi kuasa dan berdaftar di pelbagai bidang kuasa.

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REGULATED BY ASIC

Australian Securities & Investments Commission

SuperFin Corp adalah syarikat yang diberi kuasa dan penyedia perkhidmatan kewangan yang berdaftar di Suite 305, Griffith Corporate Centre, Kingstown, St. Vincent dan Grenadines dengan nombor lesen 1671 CTD 2024.

SuperFin Corp Pty Ltd adalah syarikat yang diberi kuasa dan dikawal selia oleh Suruhanjaya Sekuriti dan Pelaburan Australia (ASIC) dengan nombor lesen (ACN) 687 282 499.

Dia tidak menawarkan dan tidak memberikan layanan kepada penduduk dan warga negara dari yurisdiksi tertentu, termasuk Kanada, Jepang, Amerika Serikat, Selandia Baru dan negara-negara yang disetujui oleh UE, dan kami tidak bermaksud untuk mendistribusikan atau menggunakan informasi yang disediakan di negara atau yurisdiksi mana pun di mana itu akan bertentangan dengan hukum lokal atau regulasi. Penting bagi Anda untuk membaca dan mempertimbangkan dokumen hukum yang berkaitan dengan akun Anda.