Compliance

Compliance procedure

To make a complaint in relation to the services provided to you by Redfin Capital Ltd you can contact the Compliance Officer either by submitting your complaint via email to compliance@redfin.capital 

In your complaint, please include (where applicable):

  • Your name
  • Your trading account number
  • The affected transaction’s details
  • The date and time that the issue arose.

Please describe all the facts clearly and provide any information that you think may assist us to resolve the complaint promptly.

We will acknowledge your complaint within 3 business days and let you know which employee of RedFin Capital Ltd will be responsible for dealing with your complaint.

The timing of the resolution of your complaint will depend on the gravity of the issue, but we expect that it will not exceed one month from the date of receipt of your complaint. In cases when an answer cannot be provided within the expected time limits we will inform you about causes of the delay and indicate when the investigation is likely to be completed.

We will keep you informed about handling of your complaint during the whole process.