Complaints

Upon receiving a complaint, the Company aims to provide a timely and effective resolution. Here is an overview of the complaint handling process:

Receipt of Complaint: The Company will acknowledge the receipt of the complaint within a period of seven days. This acknowledgment serves as confirmation that the complaint has been received and will be addressed.

Investigation and Resolution: The complaint will be forwarded to an appropriate team of experts who will conduct a thorough investigation. The Company is committed to resolving the complaint promptly and aims to provide a final response within 60 days after receiving the complaint.

Status Updates: In the event of any delays in responding to the complaint, the customer support team will send a message to the user, keeping them informed about the status of their complaint.

Final Response: The Company endeavors to send a final response within 180 days after receiving the complaint. This response will address the concerns raised and provide a resolution or explanation.

Delays and Communication: If the Company is unable to respond within the specified time frame, it will send an email to the user, explaining the reasons for the delay and providing an estimated timeframe for a response.

By following this complaint handling process, the Company aims to ensure that users’ complaints are thoroughly investigated and resolved within a reasonable timeframe.

In this case, a valid complaint should include the following:

The client’s first and last name

Affected transaction numbers where applicable

Trading account number

Date and time when the problem/issue started An all-inclusive description of the issue

Other valid details that can help resolve the matter

NB: Any complaints with unjustified profanity directed at Equistak or any of the company’s employees may be dismissed appropriately. All complaints directed to the company must be in writing and addressed specifically to the support team. In the event that the client is not satisfied with the provided resolution from the Customer Support Department, the client has the following options:

-Request that their complaints be moved to the Compliance Department

-Escalate the complaint on their own to the Compliance Department

In both instances, a dedicated Compliance Department will carry out an independent and unbiased investigation. The official Support Department and the Compliance Department will work hand in hand to provide the client with the assistance they need. The team will take a look at the client’s accounts by taking into consideration the trading systems at work and any other indicators in place. This is done to make sure that all claims are reasonable and well established.

Both the Compliance Department and the Support Department shall:

Respond to client’s inquiries within a period of seven working days Complaints will be effectively resolved with a practicable and reasonable time frame The client will be informed of the situation. Hence, all communication regarding the complaint will be made confidential NB: For inquiries about this procedure, reach out to the support Service Department.

A query refers to any form of displeasure or dissatisfaction concerning your account or trading activity with Equistak. In this case, a query can be directed to the Support Department through email, live chat, or telephone. The Customer Support Department evaluates your query in detail. It then decides whether the query can be resolved right away or will call for further investigation. Insinuations where a query can’t be resolved immediately, the company commits to ensuring it’s resolved within two business days. Clients are advised to content the complaint department in the event that they are unsatisfied with the response from the customer support department by following the complaint procedures posted at equistak.online.

-Different provisions might apply if a client is identified as a trust or a legal entity.

-At all times, a client is required to use their unique Customer Satisfaction Number provided in the acknowledgment or the official email from Equistak.