Complaints Handling Procedure

Below you can find a detailed outline of our Complaints Handling Procedure, which should be followed in the event that you wish to file a complaint with the company at any time.

CTX Holdings
We will acknowledge your complaint within 7 days of receipt and let you know which senior person will be dealing with your complaint.
We will investigate your complaint and endeavor to send a final response to you within 60 days of receipt of your complaint. If we are unable to provide you with a final response within this time we will send you an update.
We will endeavor to send a final response to you within 180 days of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.

INTERPRETATION OF TERMS
The terms included in this Report shall have a specific meaning and may be used in the singular or plural as appropriate. Client Means the ‘client’ as defined in the ‘Client Agreement’ available online at https://www.CTXHoldings.com

DEFINITION OF A COMPLAINT
A complaint is an expression of dissatisfaction by a client regarding the provision of investment and/ or ancillary services provided by CTXHoldings.
A complaint shall include:
• the client’s name and surname;
• the client’s trading account number;
• the affected transaction numbers, if applicable;
• the date and time that the issue arose; and
• A description of the issue.
A complaint must not include:
• Offensive language directed either to CTXHoldings or a CTXHoldings employee.

PROCEDURE
All complaints must be in writing and shall be addressed, in the first instance, to the Customer Support Department. If the client receives a response from the Customer Support Department but deems that the complaint needs to be raised further, the client may either ask the Customer Support Department to escalate it to the Compliance Department or directly contact the Compliance Department ([email protected]), which will independently and impartially investigate it.
Both the Customer Support Department and the Compliance Department shall thoroughly examine any complaints as required (taking into account any information contained within the books and records of the Firm, including but not limited to the client’s trading account journal) to reach a fair outcome.
Both the Customer Support Department and the Compliance Department shall: (i) send an initial response to the client within 7 days, (ii) resolve complaints as soon as reasonably practicable and (iii) inform the client accordingly.
All complaints shall be treated confidentially.
Questions regarding this Procedure should be addressed, in the first instance, to the Customer Service Department.

CONTACTS
Customer Support Department E-mail:[email protected]
Compliance Department E-mail:[email protected]

QUERIES
If you are dissatisfied with our services, or if you have a query regarding your account or activity with us, you may contact the Customer Support Department via live chat, e-mail or telephone. Our Customer Support Department will determine if your query can be resolved immediately or if it will require further investigation; if your query cannot be resolved immediately, we remain committed in addressing and/or resolving it in a prompt manner (usually within 2 business days).
If you are not satisfied with the response to the query or grievance you received, then you may raise this further with the Compliance Department following the process indicated in the ‘Official Complaints’ section.

OFFICIAL COMPLAINTS
An official complaint means a statement of dissatisfaction relating to the provision of investment services, addressed by a Complainant to the Compliance Department, as indicated in the Procedure.
A complaint must include: (i) the Client’s name and surname, (ii) the Client’s Account number, (iii) the affected transaction number(s), if applicable, (iv) the date and time that the issue arose, and (v) an accurate description of the issue.
Complaints need to be sent by e-mail ([email protected]s.com) to the Compliance Department.
We will investigate the complaint within 180 days and reply to the Complainant about the outcome/ decision.
In the unlike event that we are unable to respond within 180 days, we will inform the complainant of the reasons for the delay and indicate the period of time within it is possible to complete the investigation.

NEXT STEPS
Also note that if a client is a legal entity, trust or otherwise, different provisions may apply and you should become aware of the provisions of the relevant law.
When complaining, a Client should, at all times, use the unique complaint number that will be provided in the acknowledgement and/ or response by CTXHoldings.

This website is owned and operated by Golden Dawn (IT) with company registration number: Cg.01-09-355040 and registered address: 1085 Budapest, Jozsef Korut 69. Fzt 1 CTXHoldings advises clients to examine in detail our conditions before opening positions on our platform. Our company provides the opportunity to trade all major assets using a modern, convenient trading platform on Forex. The quotes on the website of the CTXHoldings platform are tariffs at which the company is ready to offer customers to buy and sell assets; as a result, financial quotes presented on the platform may differ from those in the real market. The information presented on the CTXHoldings website (news, comments, research or any other information) is by no means investment advice, but an informative commentary on the market situation. There are also risks associated with the use of the online trading system, including, but not limited to, a failure of equipment, software and an Internet connection. The company is not responsible for communication failures or delays when trading over the Internet. The company is not responsible for any loss or damage, including and without limitation any loss of profit, which may arise directly or indirectly from the use of the trading platform or the information provided on the website.