Complaints Handling Procedures

Welcome to SFM Global. We value our customers and strive to provide excellent service. If you have any concerns or complaints, we are here to help. This Complaints Handling Procedure outlines how SFM Global manages and resolves customer complaints.

Submitting a Complaint

If you have a complaint, you can submit it through one of the following channels:

1. Email: Send an email to complaints@sfmglobal.com with details of your complaint.

2. Online Form: Fill out our online complaints form available on our website.

Please include the following information in your complaint:

      Your full name
      Contact details
      Account number (if applicable)
      Description of the complaint

Acknowledgment of Complaint

Upon receiving your complaint, we will send you an acknowledgment email within [specified time, e.g., 1-2 business days], confirming that we have received your complaint.

Investigation and Resolution

We are committed to resolving complaints promptly and fairly. Our complaints handling process includes:

  1. 1. Initial Assessment: We will assess your complaint to understand its nature and gather necessary information.
  2. 2. Investigation: Our team will conduct a thorough investigation into the issues raised in your complaint.
  3. 3. Resolution: We will provide a written response to your complaint, detailing our findings and any proposed resolutions. This response will be provided within [specified time, e.g., 10 business days] from the date of acknowledgment.

Escalation

If you are dissatisfied with the resolution provided, you may request further review by contacting our Compliance Department at compliance@sfmglobal.com.

Keeping You Informed

Throughout the complaints handling process, we will keep you informed of the progress and any delays. If additional time is required for the investigation, we will provide updates on the expected resolution timeline.

Learnings and Improvements

At SFM Global, we view complaints as an opportunity to learn and improve our services. We regularly review feedback from complaints to identify areas for enhancement in our operations and customer service.

Contact Us

If you have any questions or concerns regarding our complaints handling procedure, please contact us at:

SFM Global

[Company Address]

[Contact Email]

SFM Global

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+359 896 897 067

support@sfmmarket.com

Physical Adress:

Str.Persenk No:20, entrance B, floor 4, apartment 35, Municipality Stolichna Sofia / Bulgaria

Registered Adress:

1’st Floor, The Sotheby Building, Rodney Bay, Gros Islet / Saint Lucia

SFM Global Limited is a brand name of SFM(St.Lucia).

SFM Global incorparated in the Saint Lucia with the registration number 2023-00673.

SFM Global doesn't work with clients from Turkey, USA, OFAC sanctioned and FATF blacklisted countries.

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