AureonMarkets is committed to handling client complaints fairly, consistently and promptly. This Procedure explains how a client may raise a concern, how it will be reviewed and what information will be provided. It is intended to operate alongside the Financial Consumer Protection Act, 2022 and the Financial Consumer Protection (Complaint Handling) Regulations, 2024, where those requirements apply to the service and entity.
How to lodge a complaint
A complaint may be submitted in writing through the company’s designated complaints email or other official complaints channel identified in the client agreement. Include your name, preferred contact details, account or order reference, relevant dates, the service concerned and a clear description of the issue and the outcome you are seeking. You may request assistance to submit a complaint. Do not include passwords, one-time codes, wallet recovery phrases or full payment-card details.
Acknowledgement
Where the Financial Consumer Protection (Complaint Handling) Regulations, 2024 apply, the company will acknowledge receipt in writing within two business days. The acknowledgement will provide a complaint reference, identify the designated contact person and state the expected response timeframe.
Investigation and response
The complaint will be assigned to an appropriate person for review. The company will consider relevant account records, communications, transactions and service information and may request reasonable additional details. Where the 2024 Regulations apply, a written response will be provided as soon as possible and no later than 21 business days after the complaint is lodged. For a grossly complicated complaint, the period may be extended up to 90 business days, with written notice explaining the revised timeframe.
Outcome and remedies
The written outcome will summarise the complaint, the issues considered, the investigation outcome, any remedy or corrective action and the timeframe for responding to a proposed remedy. The response will also explain any applicable right to refer the complaint to the competent authority if you remain dissatisfied.
Confidentiality and records
Complaints will be handled confidentially and information will be shared only with personnel or third parties who need it for investigation, resolution, legal compliance or regulatory supervision. The company will maintain complaint records for the period required by applicable law and its record-retention policy.
No adverse treatment
A client will not be penalised or treated less favourably merely for exercising the right to make a complaint in good faith. Complaints are reviewed on their merits and without unnecessary formalities.
Escalation to the competent authority
If you remain dissatisfied after receiving the company’s final response, you may have the right to refer the matter to the competent authority responsible for the relevant regulated service. The authority with jurisdiction over the relevant regulated service is identified in the company’s regulatory disclosures and client documentation. This Procedure does not restrict any right to seek relief from a competent court or other body.
Urgent security matters
For suspected account compromise or unauthorised activity, contact the relevant broker, exchange, custodian or payment provider immediately through a verified channel and notify AureonMarkets using the official contact details. A complaint submission should not delay steps needed to secure an account or prevent further loss.
For clarification about these terms or their application to a particular service, use the official AureonMarkets contact channel. The executed client agreement and any service-specific schedule contain the terms applicable to your account.
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