Updated October 2023
This document is drafted for the purpose of outlining the procedures that will be implemented
by employees of Exf Ltd. Company Nr. 27018 BC 2023 (the Company) in relation to addressing
and resolving complaints of сlients in a fast and effective manner
A complaint must be made in written form and submitted to the Company’s attention via e-mail
specified on the website. A complaint must be written in a clear and understandable manner in
order to be processed. The Client shall not use inappropriate offensive language, the email
should be in English, otherwise the Company may take longer to reply subject to translation
requirements.
The following information must be submitted together with a complaint:
Account number;
Full name and surname;
Details of the problem/issue;
Affected transaction number (if applicable);
Date and time of subject issue.
The Company has outlined the following set of rules that will be followed by responsible
employees in order to ensure timely, effective and appropriate measures to be implemented in
relation to specific issues:
After the Client has lodged a complaint, he/she will be contacted by a responsible employee
within 48 hours after receipt of the complaint;
Details of the complaint must be recorded as soon as it is received from the Client;
Responsible employee shall take all appropriate measures to investigate, address and resolve the complaint;
After the investigation is concluded, the responsible employee shall inform the Client about the outcome, and explain in clear and understandable way further instructions/steps that will be undertaken in order to resolve the issues and maximally prevent occurrence of such in future;
Client complaints can be directed to:
Address:Attn: Exf Ltd
Suite 305, Griffith Corporate Centre,
Beachmont, P.O Box 1510, Kingstown,
St Vincent and the Grenadines
E-Mail: complaints@exfor.com
Telephone: +60 087 416 989
