COMPLIANCE

Complaints Handling Procedure

We take every complaint seriously and are committed to resolving issues fairly, transparently, and promptly.

1. How to Submit a Complaint

You may submit a complaint in writing via any of the following channels:

  • Email: [email protected]
  • Secure message through the VenturoFX Client Portal
  • Registered post to: VenturoFX Ltd, Complaints Department, School Ln, Cookham, Maidenhead SL6 9QH, United Kingdom

Please include your full name, account number, a clear description of the issue, and any relevant supporting documentation.

2. Acknowledgement

We will acknowledge receipt of your complaint within 5 business days and provide you with a unique reference number for tracking.

3. Investigation & Response Timeline

Simple complaints
Within 15 business days
Most routine complaints are resolved within this timeframe.
Complex complaints
Up to 30 business days
If additional investigation or third-party information is required, we will notify you and provide regular updates.

4. Final Response

Once our investigation is complete, you will receive a detailed written response explaining our findings, the outcome, and any remedial actions (if applicable).

5. Escalation & Alternative Dispute Resolution

If you are not satisfied with our final response, you have the right to refer the matter to:

  • Financial Ombudsman of the Republic of Cyprus – for retail clients
  • Cyprus Securities and Exchange Commission (CySEC)

We will provide you with the full contact details of the relevant authority in our final response letter.

Record Keeping: All complaints and related correspondence are retained for a minimum of five years in accordance with CySEC regulatory requirements.

This procedure is reviewed annually and updated in line with regulatory developments.

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