Client Complaints Handling and Disputes Policy
As part of our commitment to providing the best possible service to our clients, Xignal&MT (“Xignal&MT”) uphold effective and transparent procedures for prompt complaint handling for existing and potential clients and the Company maintain records of complaints and measures taken for complaint resolution, in line with applicable legislation and guidelines of AIFC.
If a client wishes to lodge a complaint, he/she must provide the following information to Xignal&MT:
- The client’s name and surname;
- The client’s registered email;
- The affected transaction(s) reference numbers;
- The date and time of the disputed issue/trade;
- Brief description of the issue.
- Name of Xignal&MT’ s employee or contact point that you had contact with and/or the relevant department.
Please note that a complaint must not include offensive language directed either to the Company of any of its employees.
All complaints must be in writing (Online Complaint Form or the Complaint form attached near the end of this document) and shall be addressed, in the first instance, to the Compliance Department in the first instance. If complaints are sent to the Customer Support Department the complaint needs to be escalate it to the Compliance Department which will independently and impartially investigate it.
Xignal&MT shall acknowledge receipt of your complaint within seven (7) business day(s) from the receipt of your complaint and provide you with a unique reference number which should be used in all your future contact with Xignal&MT and the AIFC regarding the specific complaint.
Both the Customer Support Department and the Compliance Department shall thoroughly examine any complaints as required (taking into account any relevant information contained within the books and records of Xignal&MT)
Xignal&MT shall make every effort to investigate your complaint and provide you with the outcome of our investigation within not more than one (1) month from the date you have submitted your complaint to us. During the investigation process, we shall keep you updated of the handling process of your complaint. In case Xignal&MT are unable to respond you in this period of time, you will be informed for the reasons of the delay and the period of time when the investigation shall be completed shall be no more than three (3) months from the submission of the complaint.
The client may submit complaints through the following options:
- By using the Complaints Form on Xignal&MT’ s website;
- By post or by hand the Complaint Form to the Xignal&MT Office.
Address: 55/22 Mangilik Yel Avenue, Office 140, Nur-Sultan, Kazakhstan
All complaints will be treated strictly confidential.
A person has the right to provide feedback and to complain if dissatisfied with the performance of Xignal&MT. A complainant also has the right to expect that their personal details will be handled privately. In addition, a complainant has the right for any special needs to be respected, and to be treated without discrimination.
Personal information collected by Xignal&MT in connection with a complaint will be handled in accordance with all applicable privacy laws and will be used for the purpose of investigating the complaint.
In some cases, to fully investigate a complaint, and to ensure that the complaint is handled fairly, Xignal&MT may need to disclose the information to others whom it believes have relevant information about the complaint, including the person or body the subject of the complaint. However, personal details will only be provided to another party with the consent of the complainant, or if otherwise permitted under privacy laws.
If a complainant does not provide their personal contact details, Xignal&MT may not be able to fully investigate the complaint.
All complaints and feedback made Xignal&MT are between the complainant and Xignal&MT. Xignal&MT will not provide information on the details or outcomes of individual cases to outside parties other than with the complainant’s express consent.
Escalation & AIFC
If you believe that your Complaint has not been handled in a fair and equitable manner by Xignal&MT, you have the right to refer the matter to the Astana Financial Service Authority of AIFC, Astana Kazakhstan, or the International Arbitration Centre ("IAC") of the Astana International Financial Centre.
Customers and individuals who are aggrieved about the services or products offered by Xignal&MT or our staff may complain to the Astana Financial Services Authority (“AFSA”), financial regulator of the Astana International Financial Centre.
If wish to escalate your complaint you are advised to submit your complaint to the AFSA. You are required to provide AFSA with details of your complaint and the relevant supporting documents and evidences. You may submit your complaint by the following methods:
By telephone: +7(7172) 64 72 60
By email: email@example.com
In Person/Post: AFSA Office, Mangilik El 55/17, pavilion C3.2.