In the unlikely event that you feel dissatisfied with any respect of our service we ask you to contact our Customer Support team via mail at firstname.lastname@example.org or via telephone on +44 203364 5189. We will endeavour to resolve all issues within an expedient timeframe and respond to you acknowledging receipt of the issues you have raised.
If you are not satisfied with the response from our Customer Service agent, or you are unable to resolve the issue at this level, then you may raise the matter as a complaint with our Compliance Team. The team will undertake an independent assessment of the complaint with a full diagnosis of the events. They will assess whether the client has been treated fairly and examine if the InterTrader has met all of its contractual and other obligations in regards to the occurrence. A comprehensive written response will be provided within a maximum of eight weeks of receipt of the original complaint.
If you need to contact our Compliance Team please write to us at email@example.com or
Suite 6, Atlantic Suites
InterTrader Ltd are required to provide a copy of its complaints handling procedures on request to eligible complainants.
The Gibraltar Financial Services Commission (GFSC) believes that providing clients with access to mechanisms for dealing with complaints about financial services firms is a fundamental component of the regulatory regime.
The GFSC does NOT act as an independent forum for the resolution of complaints (although it will specifically address occurrences of fraud as a separate issue if they have been perpetrated by a regulated company/person) and as such it can in no way be considered to be a point of call in respect to acting as a ‘formal’ Financial Ombudsman.