Complaint Handling Policy

1. Our Commitment

DB Finser takes all client complaints seriously. We are committed to:

• Acknowledging all complaints promptly
• Investigating all complaints thoroughly and impartially
• Resolving complaints fairly and within reasonable timeframes
• Communicating clearly with you throughout the process
• Using complaint feedback to continuously improve our services

2. What is a Complaint?

A complaint is any expression of dissatisfaction made by a client, whether orally or in writing, about DB Finser's services, products, staff or procedures, where a response or resolution is explicitly or implicitly expected.

Examples of complaints include but are not limited to:

• Disputes over trade execution or order handling
• Issues with deposits or withdrawals
• Technical problems with the trading platform
• Concerns about account management or access
• Dissatisfaction with customer service
• Disputes over fees, charges or account balances

3. How to Submit a Complaint

3.1 Contact Methods

You may submit a complaint to DB Finser through the following channels:

• Email: Send your complaint to our support email address listed on the Contact Us page
• Live Chat: Use the live chat feature on our website or platform
• Support Ticket: Submit a support ticket through your client portal

3.2 Information to Include

To help us resolve your complaint as quickly as possible, please include:

• Your full name and account number
• A clear description of the complaint
• The date(s) the issue occurred
• Any relevant transaction IDs or reference numbers
• Supporting documents or screenshots where applicable
• Your preferred resolution or outcome

4. Complaint Handling Process

4.1 Acknowledgement

Upon receiving your complaint, DB Finser will acknowledge receipt within 2 business days. The acknowledgement will include a reference number for tracking purposes and confirm the name of the person handling your complaint.

4.2 Investigation

Once your complaint has been acknowledged, our dedicated complaints team will conduct a thorough investigation. This may include reviewing trading records, account activity, communications and system logs relevant to your complaint.

4.3 Resolution

DB Finser aims to resolve all complaints within the following timeframes:

If we are unable to resolve your complaint within the stated timeframe, we will notify you of the delay, provide an explanation and give a revised expected resolution date.

5. Our Decision

Once the investigation is complete, DB Finser will provide you with a written decision that includes:

• A summary of the complaint
• The outcome of our investigation
• Our decision and the reasoning behind it
• Any remedial action we propose to take
• Information about further steps available to you if you are not satisfied

6. If You Are Not Satisfied

If you are not satisfied with our decision or the handling of your complaint, you may:

• Request an internal review by a senior member of our complaints team
• Escalate the matter to the relevant regulatory authority or financial ombudsman in your jurisdiction
• Seek independent legal advice

DB Finser will always cooperate fully with any regulatory investigations or ombudsman processes.

7. Record Keeping

DB Finser maintains a record of all complaints received, including the nature of each complaint, how it was handled and the outcome. All complaint records are retained for a minimum of five years in accordance with regulatory requirements. These records are used to identify trends and improve our services.

8. Confidentiality

All complaints and related correspondence are treated with strict confidentiality. DB Finser will only share information about your complaint with third parties where required by law, regulation or with your explicit consent.