Complaint Handling Policy

Windsor Brokers cares about always keeping its clients happy and satisfied with its services.

The purpose of this Complaint Handling Policy is to outline the Company’s effective and transparent procedure for the prompt handling of client complaints.

To lodge a complaint, you may use one of the following options:

1. Through an email to: [email protected]
2. Through a phone call to Company’s official telephone centre found on the Company’s website
3. Through an official letter to the Company’s registered address found on the Company’s website

Please note that your complaint should include, where possible, the date of the incident, a description of the issue, and any supporting documentation to assist the Company in its assessment.

Upon receipt, the Company will assess your submission to determine whether it constitutes a complaint under the applicable regulatory framework. Where further information is required, the Company may contact you accordingly.

All formal complaints are handled by the Compliance Officer of the Company and all information and documentation is treated with the utmost confidentiality.

Upon receipt of a complaint that has been classified as a formal complaint, a written acknowledgment will be sent to the Client within two (2) working days. This acknowledgement will further notify the Client of the unique reference number (URN), which must be used in all future communication with the Company regarding the specific complaint.

Once the complaint has been escalated to the Compliance Department and the URN has been issued, all further correspondence relating to the matter must be addressed solely to [email protected].

The Company will investigate the Client’s complaint with the aim of reaching a final resolution in a timely manner.

During the investigation, the Company may provide updates regarding the handling of the complaint and may request additional information and/or documentation where necessary to complete its assessment.

Where a submission does not meet the criteria of a formal complaint, it will be handled by the appropriate department in accordance with the Company’s internal procedures, and the Client will be informed accordingly.

In the unlikely event that we are unable to resolve your complaint, or if you are not satisfied with our final response, the Company will inform you of the details of the relevant Regulatory Authority for further examination of your complaint.