In the event of a conflict between Restoration Financial Corp. and a Client, terms expressed in English and expressed in any other language, the terms expressed in English shall prevail over those expressed in any other language.
Restoration Financial Corp. (hereinafter, “the Company”) is an International Business Firm incorporated in Saint Vincent and the Grenadines, that provides a wide range of derivative commercial contracts (Derivative Contracts).
The Client Complaint Policy (hereinafter, the “Policy”) sets out the processes employed when dealing with complaints received from Clients.
A Client complaint is an expression of dissatisfaction by a Client regarding the provision of the service by the Company that did not resolved within 5 business days from receipt. The Company undertakes and executes requests and instructions received from the Client by means of the online system, in connection with the Derivative Contracts offered.
This Policy is an adjunct to the Company’s overarching general obligation to act honestly, fairly and professionally and in the best interests of its Clients and to comply, in particular, with the principles set out in the above legislation when providing the said services.
www.cttif.com is owned and operated by Restoration Financial Corp., a company incorporated with the Saint Vincent and the Grenadines incorporated as an International Business Company with the Financial Services Authority of Saint Vincent and the Grenadines, having the registration number 22296 IBC 2014.
- the identity of the Client who filed the complaint or grievance
- the identity of the employee that undertook to provide the service to the Client
- the department to which the relevant employee relates to
- the date of receipt of the complaint or grievance
- the details of the complaint or grievance – full description
- the extent in financial terms of the potential loss that the Client claims has suffered
Resolving Client Complaints or Grievances
Following the receipt of a complaint or a grievance, by the Company, the Company shall confirm to the Client the receipt of the complaint or a grievance and immediately make efforts to resolve the complaint or grievance within 5 working days.
In the event that the issue has not been resolved within 5 working days the Client will receive a unique complaint reference number and be informed that he should use the said reference number in all future contact with the Company regarding the specific complaint.
The Company will further inform the client that an initial answer/response to the complaint at hand should be expected four (4) weeks since the receipt of the complaint and that the Company will ensure that the complaint or grievance is resolved within eight(8) weeks from its receipt. In the event that the Company is unable to respond within two months, it informs the complainant of the reasons for the delay and indicates the period of time within it is possible to complete the investigation. This period will not exceed three months from the submission of the complaint.
All decisions relating to Clients’ complaints or grievances shall be communicated to Clients in writing (including electronic mail) and copies shall be retained by the Company.
If your complaint was solved in your best interest, please send us a signed Claim Resolution. The Claim Resolution is available here.