COMPLAINTS HANDLING PROCEDURES
Original Issue Date:

December 2018

Approver(s):Board of Directors

Owner(s):TTCM TRADERS CAPITAL LIMITED

Contact Person:
Classification:

Chief Executive Officer

Operational Applicability:

Complaints Handling Procedures
All personnel & Clients

Last Revision Date:

December 2019

Last Reviewed Date:
Next Review Date:

December 2019
December 2022

Version:2

Other Languages:

N/A

TTCM Traders Capital Limited, a limited liability Company, incorporated in Bermuda under section 14 and 6/132C(1) of the Companies Act 1981 andregistered with the Registrar of Companies under Company number 54135.
1Contents
1.

INTRODUCTION ..............................................................................................................................................................3

2.

COMPLAINTS – SCOPE OF THE PROCEDURE .............................................................................................................33.

PROCEDURAL REQUIREMENTS ...................................................................................................................................34.

HOW TO MAKE A COMPLAINT .....................................................................................................................................35.

WHEN TO MAKE A COMPLAINT – TIME RESTRAINTS ............................................................................................46.

INITIAL RESPONSE ..........................................................................................................................................................4

7. FINAL RESPONSE ...............................................................................................................................................................4
8. OUR RIGHT TO PROCEED WITH THE RECOVERY OF DEBTS ...................................................................................5
9. INTERIM RELIEF - INJUNCTIVE RELIEF ........................................................................................................................5TTCM Traders Capital Limited, a limited liability Company, incorporated in Bermuda under section 14 and 6/132C(1) of the Companies Act 1981 andregistered with the Registrar of Companies under Company number 54135

2

COMPLAINTS HANDLING PROCEDURES
1.
1.1.

INTRODUCTION

TTCM Traders Capital Limited, a limited liability Company, incorporated in Bermuda under section 14and 6/132C(1) of the Companies Act 1981, registered with the Registrar of Companies under Company
number 54135 and with registered address 5th Floor, Andrew’s Place, 51 Church Street Hamilton HM 12Bermuda.

2.

COMPLAINTS – SCOPE OF THE PROCEDURE

2.1.

At the Company, we aim to provide prompt, courteous, helpful, open and informative advice in responseto every approach made by a member of public. We are always keen to hear the views of our customers,
particularly the general public, about our performance generally - what we do right and what we dowrong.

2.2.

As part of our commitment to providing the best possible service to our clients, we uphold effective
and transparent procedures for prompt complaint handling for existing and potential retail clients, we
maintain records of complaints and measures taken for complaint resolution.

2.3.

We will attempt to deal with your complaint in a prompt and efficient manner. We will follow theprocedures outlined below to ensure that your complaint is resolved within a period of thirty (30)
Business Days (where possible). Some complaints can be resolved more quickly depending on the facts
and the nature of the complaint. If the complaint is more complex and takes longer than thirty (30)
Business Days to resolve, we will communicate the reasons for the delay.

3.
3.1.

Any complaint or dispute or difference whatsoever between us, must be dealt in accordance with theComplaint Handling Procedures set forth herein and you agree that we shall have the right to resolve
any complaint or dispute or difference whatsoever between us in accordance with the Complaint
Handling Procedures set forth herein.

4.
4.1

PROCEDURAL REQUIREMENTS

HOW TO MAKE A COMPLAINT

Clients who wish to file a formal complaint with our ‘Complaints Officer’ can do so, at any time, in thefollowing way:

TTCM Traders Capital Limited, a limited liability Company, incorporated in Bermuda under section 14 and 6/132C(1) of the Companies Act 1981 andregistered with the Registrar of Companies under Company number 54135

3Via e-mail to: compliance@traders-trust.com, along with attachments of “Complaints Form” and thedocumentation as outlined below.
4.2.

We aim to resolve the matter quickly - by the end of the next Business Day if possible. If the matter ismore complex and, at our sole discretion, is expected to take longer than five (5) Business Days to, wewill provide you, within two (2) Business with a written acknowledgement that we have been informedof your concerns or issues and we will communicate the reasons for the delay and provide you withdetails of who is handling the matter and how to contact. It will also state who within our company isdealing with the complaint and how to make contact with them (this will normally be our ‘ComplaintsOfficer’).

4.3.

All formal complaints must be forwarded to our ‘Complaints Officer’ in writing, in English Language, inthe manner set forth above, for action in accordance with the procedures described below.

5.

WHEN TO MAKE A COMPLAINT – TIME RESTRAINTS

5.1.

Given the high leverage, fast moving nature of the Over-the-Counter (OTC) Market, and the risks
associated with electronic trading thereon, any discrepancies on account statements must be reported
to us, in writing, within twenty (24) hours of its occurrence. Failure to object within the abovementioned twenty four (24) hour time period shall be deemed ratification by you of all actions taken by
us prior to your receipt of such reports.

5.2.

All other complaints must be reported to us, in writing, within two (2) Business Days from theoccurrence of the event that gives rise to your complaint (for the purposes hereof, unless the context
requires otherwise, “Business Days” are Monday through Friday, excluding bank holidays).

5.3.

Failure to object within the above-mentioned time period of two (2) Business Days from theoccurrence of the event that gives rise to your complaint, shall be deemed ratification by you of allactions undertaken by us prior to making your complaint.

6.
6.1.

INITIAL RESPONSE

We will send you a letter no later than ten (10) Business Days after, containing a full account of theinvestigation activities planned, any findings thus far and, if appropriate, any offer of redress. This letter
will advise you of your rights, who is dealing with your complaint (this will normally be the‘Complaints Officer’) and how to make contact with that person.

7. FINAL RESPONSE

TTCM Traders Capital Limited, a limited liability Company, incorporated in Bermuda under section 14 and 6/132C(1) of the Companies Act 1981 andregistered with the Registrar of Companies under Company number 54135

4

7.1.

Once we have completed your complaint’s investigation, we will write to you again and offer you asummary outcome of our investigation. Where appropriate, it may also include a final offer of redress.

7.2.

We will attempt to send the Final Response within thirty (30) Business Days of receiving your formal
complaint, or ten (10) Business Days after your acceptance or rejection of any offer of redress (whereapplicable), whichever comes first.

7.3. This may not always be possible as sometimes the complexity of the complaint may require more timeto investigate fully. We will always abide by regulatory guidelines in relation to a complaint and as such,
we will always ensure that complainants are kept informed about their complaint and our activities inresponse to their complaint.

8. OUR RIGHT TO PROCEED WITH THE RECOVERY OF DEBTS
8.1.

The above Complaints Handling Procedure does not apply to money that you may owe to us. We may
take immediate action to recover any debts payable to us in court.

9. INTERIM RELIEF - INJUNCTIVE RELIEF
9.1. Nothing set forth herein shall prevent either Party from applying to court for interim or injunctive relief.
9.2. Each party acknowledges that a breach of the provisions of this Agreement may cause the other Party
irreparable injury and damage and, therefore, any such breach may be enjoined through injunctive
proceedings, in addition to any other rights and remedies that may be available to either Party as per
applicable law or in equity.

TTCM Traders Capital Limited, a limited liability Company, incorporated in Bermuda under section 14 and 6/132C(1) of the Companies Act 1981 andregistered with the Registrar of Companies under Company number 54135

5

CLIENT COMPLAINTS REGISTRATION FORM
1. PERSONAL DETAILS:First Name: Last
Name: Residential
Address: Post Code/
Zip Code: City/Town:
State/Province:
Country:
Home Phone:
Mobile Phone:
E-mail:Account

number:Equity beforeEquity after
Claimed Magnitude of damage:Your Account Service Manager:
Company’s organizational unit/department involved:

2. BRIEF SUMMARY OF YOUR COMPLAINT:
Please describe the product of service you are complaining about (Description, Evidence and suggested way to be solved);(If the below space is not convenient or sufficient for your explanation, please use a separate sheet and attach it to thisform).

Please enclose/attach any other relevant documentation (including any correspondence exchanged with the Company)that may help us handle your complaint.

SignatureName & Surname
Date

FOR INTERNAL USE ONLY
Complaint received by: …………………………………………................................................................………………………………………………………… ………………..
Date of reception: …………………….................................................................……………………………………………………………………………………………………….
Reference number: …………….................................................................………………………………………………………………………………………………… …………..
Service/department to which the complaint refers: …...........................................................................................................................................
…..............................................................................................................................................................................................................................
Details of the employee responsible for the service/s rendered to the client: …...................................................................................................
…..............................................................................................................................................................................................................................
Organizational unit/department where the relevant employee, which is responsible for the service/s rendered to the client,belongs:...............….......................................................................................................................................................................................

Initial response to client:

YesCheck Box

NoCheck Box

Date: ………….............................................................

Initial Action Taken: ………………………………..............................................................……………………………………………………………………………………………..

………............................................................………………………………………………………………………………………………………………………………………………………
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……………………………………………………………………………………………………………………………............................................................…………………………………
Informed Client of Initial Action Taken: Yes

Check BoxNo

Check Box

Date: ……........................…………………………

Check BoxNo
Check Box
Date:
Further Action Taken:
Yes……................................................................................…
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………............................................................………………………………………………………………………………………………………………………………………………………
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……………………………………………………………………………………………………………………………......................... ...................................…………………………………
File handed on to Compliance Officer: Yes
Settlement of Complaint:

Yes

Check Box

Check Box

NoNo

Check Box

Check Box

Date: …………...........................…………………
Date: ……………..........................................………………

Summary of how the complaint was settled:………………………...............................……………………………………………………………………………………………..
………............................................................…………………………………………………………………………………………………………………………………… …………………
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Signature of responsible Officer:

Date: …………………..........................................................................…………