MFM Securities

Complaints

MFM SECURITIES – summary of the complaints procedure

  1. We will acknowledge your complaint within 48 hours of receipt and let you know which senior person will be dealing with your complaint.

  2. We will investigate your complaint and endeavour to send a final response to you within 4 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time we will send you an update.

  3. We will endeavour to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.

  4. If more than 8 weeks from the date of your complaint has past and you have not received a final response, or you are dissatisfied with the final response you have received from us, you are entitled to refer your complaint to the Financial Ombudsman Service (FOS).

You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response. An explanatory leaflet of the FOS will be provided with any final response provided by us or is available upon request.

1.INTERPRETATION OF TERMS

  • Unless indicated to the contrary, the terms included in this Report shall have a specific meaning and may be used in the singular or plural as appropriate.

  • Client Means the ‘client’ as defined in the ‘Client Agreement’ available online at https://www.mfmsecurities.com

2. INTRODUCTION

  • MFM Securities International Broker Company MFM Securities with the registration number 25263 BC 2019.Suit 305, Griffith Corporate Centre, P.O Box 1510, Beachmont, Kingstown, St. Vincent and the Grenadines, an International Broker Company with the registration number 25263 BC 2019. 

3.SCOPE OF THE COMPLAINTS HANDLING PROCEDURE

  • The Complaints Handling Procedure (‘the Procedure’) sets out the processes employed when dealing with complaints received by clients.

4. DEFINITION OF A COMPLAINT

  1. A complaint is an expression of dissatisfaction by a client regarding the provision of investment and/ or ancillary services provided by MFM Securities.

    1. A complaint shall include:

      • the client’s name and surname;

      • the client’s trading account number;

      • the affected transaction numbers, if applicable;

      • the date and time that the issue arose; and

      • a description of the issue.

    2. A complaint must not include:

      • offensive language directed either to MFM Securities or an MFM Securities employee

5. PROCEDURE

  1. All complaints must be in writing and shall be addressed, in the first instance, to the Customer Support Department. If the client receives a response from the Customer Support Department but deems that the complaint needs to be raised further, the client may either ask the Customer Support Department to escalate it to the Compliance Department will independently and impartially investigate it.

  2. Both the Customer Support Department and the Compliance Department shall thoroughly examine any complaints as required (taking into account any information contained within the books and records of the Firm, including but not limited to the client’s trading account journal) to reach a fair outcome.

  3. Both the Customer Support Department and the Compliance Department shall: (i) send an initial response to the client within 48 hours, (ii) resolve complaints as soon as reasonably practicable and (iii) inform the client accordingly.

  4. All complaints shall be treated confidentially.  

 

6. FAQs

  1. Questions regarding this Procedure should be addressed, in the first instance, to the Customer Service Department.

7.CONTACTS

Customer Support Department E-mail: support@mfmsecurities.com

You can access both of our platforms from a single MFM Securites account.

Start Trading in 4 Steps
4 steps trading.png

Verify

 

Upload your documents to verify your account

Trade

 

Start trading on more than 250 instruments

Fund

Login to MFM Securities Direct and make a deposit

Register

 

Open your live

trading account

via MFM Securities