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Complaint Handling Policy

Complaint Handling Policy

Superforex, hereinafter referred to as the “Company”, strives to provide top-quality brokerage services for trading on the Forex market.

The Company has appointed a Compliance Officer who is responsible for efficiently handling any complaints from the Client. This would allow the Company to successfully deal with issues and prevent them from reoccurring in the future.

Definition

According to the Company, a complaint is any objection and/or dissatisfaction that the Client may have with regards to the provision of any financial service provided by the Company.

Procedure

The Compliance Officer is tasked with processing Client complaints, except in the case where the complaint involves the Compliance Officer; such complaints shall be handled by the Managing Director.

Clients may register complaints using the following methods:

  • a copy of your valid passport with the signature page;
  • E-mail: info@superforex.global
  • Telephone: +65-3-1590282 (International format)
  • Skype: client-support.superforex

The requests will be forwarded to the Compliance Officer within 48 hours after being received. After he/she receives them, the Client will be sent a notification that their request is being processed within 48 hours.

The Client will receive a final response or a holding response explaining the findings of the investigation up to 4 weeks from the date the Compliance Officer receives the Client’s complaint. If a holding response is sent to the Complainant, an explanation shall be given stating the reasons why the Company has not been able to resolve the complaint as well as giving a time estimate for the resolution of the issue.

If after 8 weeks of receiving the complaint we are still unable to resolve the issue, the Compliance Officer will notify you in writing about the reasons for the delay and indicate an updated time estimate to resolve the issue.

When the Client receives the final response, they will have 8 weeks to respond. If no response is received within that period from the complainant indicating that they are still dissatisfied with the explanation, the Complaint will be considered resolved.

If the complainant is still not satisfied with the Company’s final response, they can refer their complaint with a copy of the Company’s final response to the competent authorities for further investigation within a period of 6 months.

Superforex is regulated by the International Financial Services Commission. You can find more information https://www.belizefsc.org.bz/

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Risk Warning

Trading Leveraged Products such as Forex and Derivatives may not be suitable for all investors as they carry a high degree of risk to your capital. Please ensure that you fully understand the risks involved, taking into account your investments and level of experience, before trading, and if necessary, seek independent advice. Trading Forex, CFDs, and any financial derivative instruments on margin carries a high level of risk and may not be suitable for all investors, as you could sustain losses. The Company under no circumstances shall be liable to any persons or entity for any loss or damage in the whole or part caused by, resulting from, or relating to any transactions related to CFDs. Superfin Corp. assumes no liability for errors, inaccuracies, or omissions, does not warrant the accuracy, completeness of information, text, graphics, links, or other items within these materials.

Jurisidiction Notice

https://superfinfx.com is owned and operated by Superfin Corp. a company with registration number 1671 CTD 2024, with registered address at Suite 305, Griffith Corporate Centre, Kingstown, St. Vincent and the Grenadines.

Superfin Corp. does not offer and does not provide services to residents and citizens of certain jurisdictions, including Australia, Canada, Japan, the United States of America, New Zealand and countries sanctioned by the EU, and we do not intend to distribute or use the provided information in any country or jurisdiction where it would be contrary to local law or regulation. It is important that you read and consider the relevant legal documents associated with your account.