Žalbeni postupak

//Žalbeni postupak
Žalbeni postupak 2018-07-25T14:22:22+00:00

Prigovori

U slučaju da ste nezadovoljni bilo kojim aspektom naših usluga, ili želite neko pojašnjenje, obratite se direktno Fortrade Support timu na support@fortrade.com.

Ukoliko smatrate da na vaš upit nije odgovoreno na zadovoljavajući način, možete se onda obratiti našem odeljenju koje je zaduženo za praćenje usklađenosti poslovanja (compliance). Oni će na nepristrasan način sagledati sve pojedinosti vaše pritužbe kako bi stekli utisak i procenili da li je naše investiciono društvo postupalo na fer način u skladu sa našim dopuštenjima, odnosno ugovornim i drugim obavezama.

Molimo, kontaktirajte nas na e-mail adresu compliance@fortrade.com ili poštom na adresu: Compliance Department, Fortrade Limited, Michelin House, 81 Fulham Road, LONDON United Kingdom. SW3 6RD UK.

Kako biste nam omogućili da istražimo i rešimo vaš slučaj što je brže moguće, navedite sledeće:

  • Vaše ime, e-mail adresu i broj telefona
  • Jasan sažet problem ili prigovor
  • Šta biste želeli da uradimo kako bi sve bilo u redu
  • Kopije celokupne relevantne korespondencije ili elektronske pošte
  • Dnevni kontakt telefon

Nakon što bude primljen, prigovor će se rešavati u skladu sa našim žalbenim procedurama, sažetim ispod:

  1. Prispeće svih prigovora će biti potvrđeno što pre, a najkasnije u roku od 3 radna dana.
  2. Svaki prigovor će biti istražen i nastojaćemo da pošaljemo konačan odgovor ili izveštaj o napretku u roku od 4 nedelje.
  3. Kada nije moguće doneti konačan odgovor u roku od 4 nedelje, pokušaćemo da završimo proceduru u roku od 8 nedelja. Ako nismo u mogućnosti da pružimo odgovor unutar ovog vremenskog okvira, pisaćemo i objasniti razlog za to i obavestiti Vas kada se može očekivati konačan odgovor.
  4. U svakom trenutku, naša je obveza pravedno i transparentno ophoditi se prema klijentima, u skladu sa FCA protokolima o korektnom ophođenju prema klijentima (“TCF”).
  5. Ukoliko prođe vise od 8 nedelja bez konačnog odgovora, ili klijent bude nezadovoljan konačnim odgovorom (ili u bilo kojoj fazi procesa) problem se može proslediti Financial Ombudsman Service (FOS). Prigovor se mora uputiti FOS-u u roku od 6 meseci od datuma poslednjeg dopisa sa odgovorom.

Služba finansijske zaštite (FOS)

Služba finansijske zaštite (Financial Ombudsman Service) ponaša se kao nepristrasni sudija u rešavanju sporova i prigovora u kompanijama koje se bave finansijskim uslugama u Velikoj Britaniji. Usluga je potpuno besplatna.

Kontakt informacije FOS-a su sledeće:

Služba finansijske zaštite

Exchange Tower

London E14 9SR.

Telefon: 0800 0 234 567

Za pristup kopiji obrazloženja FOS flajera, kliknite na sledeći link:

http://www.fos.org.uk/publications/consumer-leaflet.htm.

Complaints Procedure

In the unlikely event of you having any reason to feel dissatisfied or need clarification with any aspect of our service you should contact Fortrade Support directly on: support@fortrade.com

If they are unable to resolve the matter to your satisfaction you may refer it as a complaint to our Compliance department. The Compliance Department will carry out an impartial review of the complaint with a view to understanding what did or did not happen and to assess whether we have acted fairly within our rights and have met our contractual and other obligations.

Please contact us at: compliance@fortrade.com or Compliance Department, Fortrade Limited, Michelin House, 81 Fulham Road, LONDON United Kingdom. SW3 6RD UK

To enable us to investigate and resolve your case as quickly as possible, please include the following:

  • Your name, email address and Account (TP) number
  • A clear and concise summary of the issue or complaint
  • What you would like us to do in order to put matters right
  • Copies of any relevant correspondence or emails
  • A daytime contact telephone number

Once received, it will be dealt with in accordance with our complaints handling procedures, summarised below.

  1. All complaints will be promptly acknowledged within 3 working days
  2. Any complaint will be investigated and we will endeavour to send a final response or a progress report within 4 weeks
  3. Where a final response is not possible within 4 weeks, we will attempt to finalise within 8 weeks. If we are unable to provide a response within this timeframe, we shall write and explain why and advise when a final response can be expected.
  4. At all times, we shall treat customers fairly and with transparency in accordance with the FCA’s Treating Customers Fairly (“TCF”) protocol.
  5. Should more than 8 weeks pass without a final response, or the customer is dissatisfied with the final response (or at any stage through the process) the matter may be referred to the Financial Ombudsman Service (FOS). The complaint must be referred to the FOS within 6 months of the date of the final response letter.

Financial Ombudsman Service (FOS)

The Financial Ombudsman Service acts as an impartial adjudicator in the resolution of disputes and complaints with financial services firms in the UK. The service is completely free of charge.

Contact details for the FOS are as follows:

The Financial Ombudsman Service,
Exchange Tower,
London E14 9SR.

Telephone: 0800 0 234 567

To access a copy of the FOS explanatory leaflet, click on the link http://www.fos.org.uk/publications/consumer-leaflet.htm.