Remeen Limited (hereinafter the “Company”) has adopted the following Complaints Handling Procedure in order to ensure a fair and quick process for handling complaints that may arise from our relationship.
1. Submitting your Complaint
- All Complaints must be put in writing and must include sufficient details in order to enable its investigation and any actions to be taken to remedy the complaint thereafter;
- Complaints which are not signed and do not contain the name and other details of the applicant/investor will not be considered;
- The signed written complaint must be submitted to the Company and addressed to the Compliance Officer of the Company.
- An AIF or an Investor wishing to submit a complaint is advised to send it to the Company through the following options:
- By email: info@remeen.com
- By Post: Faneromenis Aven. 102, 1st Floor, Office 13, 6031 Larnaca, Cyprus.
2. Acknowledging Receipt of your Complaint
Upon receipt of an AIF/Investor complaint, the Company will acknowledge receipt of your complaint within 5 (five) days from the receipt of your complaint and shall provide you with the complaint unique reference number. This complaint unique reference number should be used in all your future contact with the Company, the Financial Ombudsman and/or CySEC regarding the specific complaint
3. Handling of the Complaint
Then, the Company will thoroughly examine the complaint. Procedures for handling complaints are ruled to be fair and unbiased. The Company will then review the complaint and determine whether there is enough sufficient information to proceed with resolving it and may ask the AIF or the Investor for further information or clarifications. The events leading to the complaint or grievance should be examined and assessed based on the information provided by the Complainant. In this respect we will require your full cooperation in providing us with any clarifications we might need to investigate and resolve the complaint. The Company aims to resolve any complaint within 15 (fifteen) business days from the date on which it has received the relevant complaint assuming that it has all the information needed to resolve the complaint. This may not always be possible, as sometimes the complexity of the complaint may require more time to be fully investigated. If the Company is unable to resolve the complaint within 15 (fifteen) business days of receipt, the complainant shall be contacted and provided with an explanation as to the reasons why the Company was unable to resolve the complaint and shall give the complainant an indication of when the Company will make further contact. In the unlikely event that the complaint is not been resolved within 2 (two) months of original receipt, the Company must send a letter explaining why it has still not resolved the complaint and provide Investor with an expected finalization timeframe. In any event, we shall provide you with the final outcome of our investigation no later than 3 (three) months from the original receipt of the complaint.
Please note that the Company shall consider your complaint as closed and cease the relevant investigation in case you fail to respond to our officers within the period of three (3) months from the date of the submission of your complaint. In cases that you will provide us with a valid reason for not responding to our officers within the said period (3 months), the Company shall reopen the relevant investigation in good faith.
4. Final Decision
The Company’s final response will advise of its findings and, where appropriate, what action is being taken to resolve the matter. The Company will address the subject matter of the complaint, and where the complaint is upheld, it will offer a resolution that is consistent with treating all of its Investors fairly.
5. Other Options
1. Financial Ombudsman of the Republic of Cyprus
If you are not satisfied with the Company’s final decision you may submit your complaint to the Financial Ombudsman of the Republic of Cyprus and seek mediation for possible compensation. Prior to submitting your complaint to the Financial Ombudsman of the Republic of Cyprus, check the Financial Ombudsman Law to verify whether you have the right or qualify to submit a complaint to the Financial Ombudsman.
Additionally, please note that it is important that you contact the Financial Ombudsman of the Republic of Cyprus within four (4) months of receiving our final response from the Company otherwise the Financial Ombudsman of the Republic of Cyprus may not be able to deal with your complaint.
In the unlikely event that the Company was unable to provide you with a final response within the 3 (three) month time period specified above you may again contact the office of the Financial Ombudsman of the Republic of Cyprus no later than four (4) months after the date when we ought to have provided you with our final decision.
Contact Details of the Financial Ombudsman of the Republic of Cyprus:
Website: http://www.financialombudsman.gov.cy
Email: complaints@financialombudsman.gov.cy
Postal Address: P.O. BOX: 25735, 1311 Nicosia, Cyprus
Telephone: +35722848900
Fax: +35722660584, +35722660118
2. Cyprus Securities and Exchange Commission (CySEC)
You may maintain your complaint with the Cyprus Securities and Exchange Commission, however please note that the Cyprus Securities and Exchange Commission does not have restitution powers and therefore does not investigate individual complaints.
Contact Details of the Cyprus Securities and Exchange Commission:
Website: http://www.cysec.gov.cy
General Email: info@cysec.gov.cy
Postal Address: P.O. BOX 24996, 1306 Nicosia, Cyprus
Telephone:+35722506600
3. Legal Action
It is understood that your right to take legal action remains unaffected by the existence or use of any complaints procedures referred to above.