Complaints may be made by telephone or in writing, but it is recommended to fill out the Complaint Form and submit it to info@aristeus.com.cy.

Once a complaint is received by the relevant department, the issue is identified, documented and forwarded to the Compliance Officer and Internal Auditor of the Company for further analysis.

The client will be informed within ten (10) business days that their complaint has been received and is under investigation. A response will be provided in plain language. When an answer cannot be provided within the expected timeframe, the client shall be informed about the causes of the delay and provided with an estimated timeframe for completion of the investigation.

Any complaint with legal implications will be reviewed by the Legal Advisor of the Company, in collaboration with the Compliance Officer, the Internal Auditor and the Board of Directors of the Company.

If the complaint is due to a deficiency in one of the functions of the Company, or an established wrong practice, the Compliance Officer and Internal Auditor shall inform the Senior Management for prompt resolution and prevention recurrence.

If a client resubmits the complaint and deems that the answer is unsatisfactory, Senior Management will refer the case to the Board for further review.

In all cases, the client will receive a clear written explanation and if is not fully satisfied with the Company’s final decision regarding the complaint, they may refer the matter to an alternative dispute resolution body, such as the Financial Ombudsman (www.financialombudsman.gov.cy) or the Cyprus Securities and Exchange Commission (www.cysec.gov.cy).

A detailed complaints register is maintained, which includes:

• Formal complaint letters, completed complaint forms, the Company’s response letters and any correspondence with the competent authorities.
• Information on the client who submitted the complaint, the employee responsible handling the client’s case and the date of submission.

All documents are kept in chronological order and are retained for a period of five (5) years, in accordance with applicable regulatory requirements.

Complaints Handling Policy  2019