Handling of Complaints
Damex.io is committed to providing a high-caliber service to all Clients and accordingly will take any complaints seriously.
It is important that the firm deals with Client complaints promptly, fairly and within clearly defined procedures. Damex has strict rules and guidance on how we handle, record and report all complaints from customers or former customers.
There are various types of complaints that can be made by a Client. Most may be common cases involving delays, misunderstandings or displeasure at general performance that can be resolved and rectified immediately at a departmental level and will not necessarily need to be formally recorded.
However, there may also be instances where a customer has a serious complaint of a formal nature. A complaint should generally be considered a formal complaint where it involves any allegation of a breach of regulations, a breach of any other regulation or law, negligence, serious breach of obligation, a conflict of interest or a leak of confidential or price sensitive information. For example, this includes any matter where a customer has suffered financial loss or the firm has acted outside the terms of business agreed between the relevant parties.
The definition of a formal complaint is wide. If you are unsure what constitutes a formal complaint, contact the Compliance Officer.
When a complaint is received:
Where a formal complaint has been received, all Members of Staff must adhere to the following procedures:
Please note that Damex.io must refer to the availability of its internal complaints handling procedures in writing when a customer relationship commences. Damex.io achieves this by including reference of its complaints handling procedures in contractual documentation (terms of business for example). The firm’s internal complaints handling procedures refers to the fact that relevant Damex.io entities are authorised and/or regulated and that complainants may refer their complaint to the relevant authority if they are not satisfied with Damex.io’s attempt to resolve their complaint.
Notwithstanding that the firm aims to resolve complaint at the earliest opportunity, the firm must send a written acknowledgement to the complainant within 14 days of receiving the complaint detailing the names or job titles of those persons who will investigate the complaint.
Where Damex.io sends a final response, the complainant will be informed that they may refer the complaint to the relevant autohrity if they are unsatisfied with the response.
All records of complaints will be retained for minimum period of 5 years.
Some of Damex.io’s relevant regulatory authorities require us to have a single point of contact regarding complaints; the Compliance Officer is Damex.io’s contact for complaints.
Complaints to be referred to:
The Compliance Officer
The above complaints policy is in relation to Damex group companies. For the complaints policy in relation to Digital Asset Management Ltd, please download the following specific complaints policy.