Our complaints team is dedicated to promptly addressing any claims received within a period of 7 days. Once a claim is received, it is forwarded to a specialized team responsible for making decisions. Our goal is to provide a response within 60 days or less. In case of any unforeseen delays, our customer support team will ensure regular updates are sent via messages to keep the complainant informed about the status of their complaint.
The following are different interpretations of a specific section in the contract. It is crucial to carefully review the entire document to comprehend all terms and definitions mentioned, as some may not be explicitly outlined here. The term 'Investor' refers to individuals who have registered for the services provided by EliteBrokers through the online account portal at www.EliteBrokers.com The variations in terminology related to complaints are explained below.
Investor who is not satisfied with the service provided by a financial institution can file an official complaint and follow the “complaint handling procedure” which they'll find on its website.
Valid complaint should include the following:
If you have a complaint regarding unfair treatment by any of our employees or are dissatisfied with their work-related outcomes, please send an email to us, and we will address it accordingly. We value feedback from all customers, regardless of their satisfaction level. When communicating with our customer service department, we kindly request that you maintain a professional tone and refrain from using profanity when expressing your complaints.
The Customer Support Department carefully examines your query to determine if it can be resolved immediately or if further investigation is required. For instance, an automated system review of your trading activity that may not have been evident during a live chat session might necessitate additional research by EliteBrokers. If a query cannot be promptly resolved, the company is committed to providing a resolution within two business days.