Complaints Procedures

HOW NSBroker HANDLES COMPLAINTS

Alchemy Markets Ltd.’s primary commitment is to deliver the highest level of service to our customers. In the event that a customer expresses dissatisfaction with the services provided, we will make every effort to reach an amicable resolution. Nevertheless, should this not be achievable, Alchemy Markets Ltd. has appointed a dedicated Consumer Complaints Manager whose principal responsibility is to address complaints from retail customers. The Consumer Complaints Manager will handle grievances fairly, consistently, and promptly.

Complaints can be addressed to:

The Compliance Officer
Alchemy Markets Limited
168 St Christopher Street
Valletta VLT 1467
MALTA
Phone: (+356) 2778 1919
Email: [email protected]

WHEN WE RECEIVE YOUR COMPLAINT

Upon receipt of a customer complaint, NSBroker will promptly contact you or your representative to acknowledge the receipt of the complaint. Additionally, we will outline our intended approach for addressing the matter in writing. In the case of a telephone-based complaint, our response also serves to articulate our understanding of your concerns, providing an opportunity for you to clarify any potential misunderstandings.

RESOLVING YOUR COMPLAINT

We will assess customer complaints and, if further information is necessary, will communicate with you through writing or telephone to clarify the required details. It is crucial for customers to understand that all complaints are treated impartially and individually, following thorough discussions with the customers and all relevant parties involved. After completing a comprehensive investigation, we will send you a letter, informing you of the findings. The response will include the results of the investigation, our assessment of the concerns raised in the complaint, and, if applicable, details of any proposed resolutions offered.

IF THERE IS A DELAY IN RESOLVING YOUR COMPLAINT

The Malta Financial Services Authority (MFSA) requires us to resolve most complaints within a reasonable timeframe. We are committed to achieving this goal and aim to address all complaints as promptly as possible. If we require additional information to resolve the issue or if there are delays for any other reason, we will notify you accordingly. Should a complaint take longer than two months to resolve, we will provide you with an explanation at that time.

Alchemy Markets Ltd.'s Complaints Manager will not investigate complaints if more than one year has passed since the customer became aware of the circumstances giving rise to the complaint or if more than six months have elapsed since the customer received written notification that their complaint was not upheld.

If you are not satisfied with the manner in which your complaint has been resolved by Alchemy Markets Ltd, you may refer your complaint to the Office of the Arbiter for Financial Services established under the Arbiter for Financial Services Act (Cap. 555).

Office of the Arbiter for Financial Services

1st Floor
St Calcedonius Square
Floriana FRN 1530
Malta
Free phone: 80 072 366
Telephone: (+356) 21 249 245
Web: OAFS (financialarbiter.org.mt)