The services provided on www.stptrading.io are provided by STP Securities Ltd. STP Trading LLC is a registered trading name in Saint Vincent and the Grenadines (Registration Number. 1258 LLC 2021), by the Registrar of International Business Companies, registered by the Financial Services Authority of Saint Vincent and the Grenadines with its company registered address at Suite 305, Griffith Corporate Centre, Beachmont, Kingstown St. Vincent and the Grenadines.
Over-the-counter margined derivative contracts including contracts for difference and spot foreign exchange are complex instruments. They come with a high risk of losing money rapidly due to leverage. You should consider whether you understand how these products work and whether you can afford to incur losses and have the appropriate risk appetite. We recommend you seek professional advice before investing.
1. Introduction
All firms licensed by the SVGFSA are required to have a written procedure for the effective consideration and proper handling of complaints from its clients, former clients and prospective clients. STP Trading’s Complaint Handling Procedures are detailed below. All employees are required to follow these procedures in respect of any complaints received.
2. What is a Complaint?
A Complaint is defined as any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a client about the provision of, or failure to provide, a financial service which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience. The Complaints Procedures include the following types of complaint:
If you are in any doubt as to whether the matter constitutes a complaint or not, please refer the matter immediately to the Compliance Officer.
3. Examples of a Complaint
The above definition should be interpreted in its broadest terms. Set out below are examples of the types of complaints that would be dealt with under these procedures:
4. Processes and Procedures
STP Trading has adopted the following procedures in respect of any complaints received:
a. Accept the complaint and, where appropriate, offer redress or remedial action; or
b. Offer redress or remedial action without accepting the complaint; or
c. Reject the complaint and give reasons for doing so; and
d. Provide the website address of the Securities and Commodities Authority for regulatory escalation;
e. Inform the complainant that if he remains dissatisfied with the response, he may now refer his complaint to the Securities and Commodities Authority.
a. Will explain why the firm is not able to make a final response and indicates when it will be able to make one;
b. Inform the complainant that he may now refer the complaint to the Securities and Commodities Authority; and
c. Provides the website address of the Securities and Commodities Authority.
a. Informs the complainant that if he is dissatisfied with the resolution of the complaint he may be able to refer the complaint to the Securities and Commodities Authority;
b. Provides the website address of the Securities and Commodities Authority; and
c. Refers to the availability of further information on the website of the Securities and Commodities Authority.
5. Conflicts of interest
STP Trading must ensure that hat the employee to which the complaint was referred to did not participate in managing and providing the financial services concerning which the complaint was filed, and ensuring that he is able to handle the complaint appropriately, justly and impartiality.
6. Complaints Referral
If STP Trading is not responsible for the complaint, it should inform the complainant in writing that the complaint will be referred to another legal entity. STP Trading shall inform the complainant of details of the legal entity to which the complaint was referred to, including:
- Referral date;
- Details of the person handling the complaint;
- Contact details and communication means.
In cases where the legal entity is not able to resolve the complaint in a timely manner, STP Trading will be responsible for handling the complaint of the complainant.
In the event that the complainant refuses referral or does not respond within a period of not more than (10) business days, the complaint shall be considered within the limits of the available documents and information, or it shall be returned to the complainant along with provision of evidence proving the same in order to file the complaint to the relevant or competent body.
You can Contact us on : [email protected] or via the phone number: +44 121 288 7600