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FXBTG Financial Limited内部投诉政策

FXBTG FINANCIAL LIMITED

FXBTG金融有限公司

INTERNAL COMPLAINTS POLICY (“ICP”)

内部投诉政策(ICP)

Our Internal Complaints Process (“ICP”)

我们的内部投诉程序(ICP)

What customers can expect from FXBTG Financial Limited

客户可以从FXBTG金融有限公司得到什么?

FXBTG Financial Limited will:

FXBTG金融有限公司将:

· Treat you - the complainant - with respect and in a fair and courteous manner. This includes ensuring that you (the client) understands the language that is being used;

· 我们将会以一种公平的和尊重的态度对待您——投诉者。这包括确保您(客户)理解正在使用的语言。

· Provide you, the complainant, with a clear understanding of the available options. This includes how to make a complaint, the steps involved in resolving the complaint, and the next level of recourse if the complaint cannot be resolved internally.

· 我们将会向您提供明确可理解的可选择方案。这包括怎样投诉,解决投诉的步骤以及如果投诉不能在内部解决接下来的申诉程序。

· Provide a fair hearing and a clear explanation of the outcome of the complaint even if it is not favourable to us. If your complaint is valid, a suitable resolution will aim to place you in the position you would have been in had things not gone wrong.

· 我们将提供一个公正的听证,对投诉作出一个清晰明确的解释,即使结果对我们是不利的。如果您的投诉是真实存在的,我们将提供一个合适的解决方法旨在恢复到没有出现投诉状况之前的状态。

· Acknowledge any wrongdoing or error.

· 我们会承认任何错误。

As a Financial Service Provider (FSP) we have an internal complaints process for handling complaints relating to the financial services we provide. We provide our ICP in recognition that FXBTG Financial Limited is a member of the Financial Disputes Resolution service (“FDR”) and as part of our obligations as set out by the Financial Service Providers (Registration and Dispute Resolution) Act 2008.

· 作为金融服务提供者(FSP),我们有一个内部投诉程序来处理与我们提供的金融服务有关的投诉。我们提供的内部投诉政策是基于FXBTG金融有限公司是金融争端解决服务协会(“FDR”)的成员,也是2008年金融服务提供者法案规定的作为义务的一部分。

The Legislation

立法

As a background overview of our obligations under the relevant legislation, FDR Scheme Members are required to do the following:

为概述我们在相关法例下所承担的责任,FDR成员必须做如下工作:

Duties on members to have own complaints resolution procedures

成员须有自己的投诉解决程序

(1) A member must—

(1) 成员必须—

a) establish (either itself or through membership or arrangement with another body) proper procedures for dealing with complaints about the provision of financial services by the member; and

a) 或通过其本身或通过与另一机构的成员关系或安排)建立适当的程序,以处理有关该成员提供金融服务的投诉;

b) publicise to customers those procedures for making a complaint; and

b) 向客户公布投诉程序;

c) receive and consider complaints under those procedures; and

c) 在这个投诉程序下接受和审议投诉;

d) use its best endeavours to resolve complaints under those procedures.

d) 尽最大努力解决根据这些程序提出的投诉。

(2) At a minimum, as part of our procedures must ensure that—

(2) 至少,作为我们程序的一部分,必须确保-

a) the receipt and nature of a complaint is documented, the complainant receives an acknowledgement that the complaint has been received, and the steps taken to resolve the complaint are documented; and

a) 记录投诉的接收情况和性质,投诉人收到投诉的接收通知书,并记录为解决投诉而采取的步骤;

b) the complainant is informed, at the time of acknowledging receipt of a complaint, that if a complaint is not resolved through these procedures that the complainant may take the complaint, free of charge, to the FDR; and

b) 在确认收到投诉时,投诉人被告知,如果投诉不是通过这些程序解决的话,投诉人可免费向FDR进行投诉。

c) the complaint, and any information provided or created in relation to the complaint, is kept confidential to the parties except with the consent of the complainant; and

c) 除经投诉人同意外,投诉及与投诉有关的任何资料,除非获得投诉人的同意,双方均应保密。

d) the member gives written notice (with reasons) to the complainant—

d) 该成员向投诉人发出书面通知(附有理由)-

I. of any decision it reaches on the complaint under those procedures; and

I.根据这些程序就投诉作出的任何决定

II. that it has reached the view that the parties are unlikely to resolve the complaint under those procedures (issuing a deadlock notice); and

II.FDR协会认为双方不太可能根据这些程序解决投诉(发出僵局通知);

e) any decision or deadlock notice also states that the complainant may take the complaint, free of charge, to FDR and the time limits.

e) 任何决定或僵局通知告知投诉人在规定的时间内可免费向FDR提出投诉。

The Benefits

优点

We strongly believe at FXBTG Financial Limited that as part of our policy of good governance and respect for our clients we see every complaint as an opportunity to assess our business processes and improve them wherever possible. We believe a good complaints process will provide a way for our clients to give us feedback on the services we provide and serves as a quick and efficient means of resolving any difficulties if they arise and to promote good relations and communication with our clients.

我们坚信FXBTG金融有限公司(FXBTG Financial Limited),作为我们良好治理和尊重客户政策的一部分,我们认为每一次投诉都是评估我们业务流程和提高我们业务流程服务质量的一个机会。我们相信,良好的投诉程序可以为我们的客户提供对我们所提供的服务的反馈并作为一种快速和有效的解决客户产生的任何问题的途径,并且可以促进我们与客户之间良好的关系和沟通。

Because we believe the fundamental nature of a good ICP is to resolve complaints quickly once the facts, evidence and circumstances are established - we at FXBTG Financial Limited – aim to achieve this by having our ICP:

因为我们相信一个好的ICP的基本性质是一旦事实、证据和情况确定后将会迅速解决投诉,FXBTG金融有限公司旨在通过拥有自己的ICP来实现这一目标:

· open and visible to clients

· 投诉流程对客户公开可见

· as a part of our disclosure documentation

· 作为我们纰漏文件的一部分

· have a dedicated person responsible for ensuring that it remains up-to-date, and

· 有专人负责和确保流程更新

· be responsive to clients.

· 对客户负责

How have we based the ICP for FXBTG FINANCIAL LIMITED

我们是如何为FXBTG金融有限公司建立ICP的?

FXBTG Financial Limited has based its ICP on the following benchmarks which we regard as providing a successful dispute resolution scheme:

FXBTG金融有限公司的ICP基于以下基准,我们认为这些基准提供了一个成功的争端解决方案:

Accessibility: We have a complaints process that is easy to find use and understand.

无障碍:我们有一个投诉流程,很容易找到,使用和理解。

Independence: Our designated person who will handle the complaints process will be independent from the area of business that is being complained about.

独立性:我们的指定人员将处理投诉过程,将独立于被投诉的业务领域。

Fairness: Our process will ensure all the parties’ submissions are given equal weight and respect.

公平性:我们的程序将确保所有各方提交的材料得到同等重视和尊重。

Accountability: Our ICP will identify and implement any improvements identified via a complaint.

责任:我们的ICP将识别并实施通过投诉确定的任何改进。

Efficiency: Our ICP has set timeframes regarding response times, and resolution targets i.e. we undertake to respond to all complaints in writing within five working days and to attempt resolution of the complaint within 20 working days.

效率:我们的ICP已经为响应时间设定了时间框架,并制定了解决目标,即我们承诺在五个工作日内以书面答复所有投诉,并尝试解决以下问题。 投诉在20个工作日内完成。

Implementation:

执行

We believe that the steps we have taken to develop and implement a good internal complaints process will:

我们认为,我们为制定和实施良好的内部投诉程序而采取的步骤将:

· Provide accountability and timeframes. Our policy includes:

· 提供责任和时间框架。我们的政策包括:

- a step-by-step explanation of how complaints can be received (written or verbal, or both) and how they will be handled

-一步一步地解释如何接收投诉(书面或口头投诉,或两者兼而有之)以及如何处理投诉。

- response timeframes

-响应时间框架

- any restitution measures that can be taken

-任何可以采取的恢复的措施

- a definition of when a complaint is considered to be ‘deadlocked’ – i.e. it can’t progress any further. If it gets to this stage then the complaint will be referred to our external dispute resolution provider ie the Financial Dispute Resolution (FDR) scheme.

-当投诉被认为“陷入僵局”时的定义—也就是说,它不能再继续下去了。如果到了这个阶段,投诉就会提交给我们的外部争端解决方案,比如金融纠纷调解处(FDR)。

· Provide a robust system for recording complaints (see Appendix A) i.e. recording the name of the complainant, the date the complaint was received, the nature of the complaint and the date of the event that gave rise to the complaint, and a record of any actions taken to address the complaint.

· 为记录投诉提供一个健全的系统(见附录A),即记录投诉人的姓名、收到投诉的日期、投诉的性质和引起投诉发生的日期,并记录了为处理投诉而采取的任何行动。

· Define ‘deadlock’ and start a register for complaints that have reached deadlock.

· 定义僵局,并启动已达到僵局的投诉的注册。

· Improve staff training in communication skills. We also give staff the authority to resolve a dispute, where possible, or access to more senior management if required.

· 加强员工沟通技巧的培训。我们还授权工作人员在可能的情况下解决争端,如有需要,也可与更高级的管理人员沟通。

Our complaints handling Flow chart:

我们的投诉处理流程图:



What happens if the decision notice is not accepted by the complainant?

如果投诉人不接受处理结果通知,会发生什么情况?

If we cannot resolve the complaint internally, or a complainant is unhappy with the outcome, then the complainant can contact the FDR to resolve the dispute. This is subject to certain time limits – see below

如果我们不能在内部解决投诉,或投诉人对结果感到不满,投诉人便可以与FDR联络,解决纠纷。这是受一定时间限制的 - 见下文

Please be aware however that before the dispute resolution scheme (FDR) will accept a complaint:

但是,请注意,在金融纠纷调解处(FDR)接受投诉之前:

· It will check that it is within their jurisdiction.

· 它将检查此项投诉是否在他们的管辖范围内。

· Confirm that the complaint has been made to FXBTG Financial Limited and that FXBTG Financial Limited has been given an opportunity to respond.

· 确认已向FXBTG金融有限公司提出投诉,并给予FXBTG金融有限公司答复的机会。

· Check that FXBTG Financial Limited is a member of the FDR scheme,

· 确认FXBTG金融有限公司是否为FDR的成员。

· Check the timeframes of the date of the complaint, and the date of the event that gave rise to the complaint.

· 确认投诉日期是否在FDR的受理时间范围内(FDR只审理发生在2010/10/1之后的纠纷或者有关金融服务商加入FDR之后的纠纷),以及引起争议的事件或行为发生的日期。

· Ensure that the complaint has reached ‘deadlock’.

· 确认投诉已陷入“僵局”。

Time Frame requirements established by FXBTG Financial Limited.

FXBTG金融有限公司制定的时限要求。

1) A complaint will not be covered by the FDR unless—

1) 投诉将不受FDR的管辖,除非-

(a) the complaint has been lodged with us first and we have had an opportunity to respond (Appendix B); and

(a) 投诉者已先向我们提出投诉,而我们亦有机会作出回应(附录B);

(b) 1 of the following things has occurred:

(b) 发生了下列情况之一:

(i) FXBTG Financial Limited has given the complainant written notice of its decision (a decision notice – Appendix C) within 20 working days; or

(i) FXBTG金融有限公司已在20个工作日内就其决定(决定通知---附录C)向投诉人发出书面通知;

(ii) FXBTG Financial Limited has given the complainant written notice that it has reached the view that the parties are unlikely to resolve the complaint under the complaints procedures (a deadlock notice – Appendix D); or

(ii) FXBTG金融有限公司已向投诉人发出书面通知,表示它已认为双方不太可能根据投诉程序解决投诉(僵局通知) -附录D);

(iii) at least 3 months has passed after the complainant first made that complaint to Invest FXBTG Limited; and

(iii) 在投诉人首次提出对FXBTG金融有限公司的投诉后,至少3个月已经过去;

(c) the complainant then refers the complaint to the FDR within the following applicable time limit: -

(c) 然后,投诉人在下列适用时限内将投诉转交给FDR:-

(i) within 3 months after receiving a decision notice or deadlock notice under paragraph (b) if that notice complies with subclause (2):

(i) 在接到(b)段所指的决定通知或僵局通知后3个月内,如该通知符合第(2)款的规定

(ii) within 2 years after first making that complaint to the member in any other case.

(ii) 在任何其他情况下首次向该成员提出投诉后2年内。

(2) A decision notice or deadlock notice will advise the complainant of the right to refer the complaint to the reserve scheme, free of charge, and the time limit for doing so.

2) 决定通知书或僵局通知会提醒投诉人有权免费将投诉转与FDR以及投诉的时间。

The steps

步骤

Once our complaints procedure has been completed and if a “Deadlock” notice has been issued by us - and you the complainant - decide to progress the dispute then the complaint will be assessed by the FDR and if they decide that is comes within there jurisdiction a 3 level dispute resolution process will commence.

一旦我们的投诉程序完成,如果我们发出“僵局”通知--而你-投诉人--决定推进争议,则申诉将由FDR决定是否属于它管辖范围,如果属于它管辖则将启动第三级争端解决程序。

At this stage FXBTG Financial Limited and you (the complainant) will both be given the opportunity to provide all the information and evidence supporting each others positions.

在现阶段,FXBTG金融有限公司和您(投诉人)都将有机会提供支持自己观点的信息的证据。

If the complaint can not be resolved at this stage then this three level process commences:

如果投诉在现阶段无法得到解决,那么这三个层次的程序就开始了:

Level 1: At this level information is gathered by all the parties and exchanged. Quite often- even at this stage - a resolution can still be reached when all the information is seen by both parties. However, if a resolution is not possible then the dispute will move to Level 2 and in some cases it can go straight to Level 3 (if the scheme adjudicator decides that settlement is unlikely to be reached by conciliation at Level 2);

第1级:在这一级别上,所有各方都收集并交换信息。即使在现阶段,在双方都能看到所有信息的情况下,仍然可以达成协议。当然,如果这个协议是不可能的,那么争议就会转移到二级,在某些情况下,它可以直接转到三级(如果第2级调解方案审核员认为不太可能在本级达成解决办法的话)。

Level 2: FDR will gather more information if required from both parties and if a resolution can still not be agreed to then the FDR can recommend a settlement. If both parties do not agree to this recommended settlement the dispute will move to the final level – Level 3.

第2级:如果双方需要,FDR将收集更多的信息,如果双方仍不能达成协议,那么FDR可以建议解决办法。如果双方不同意FDR建议的解决办法,那么此项争议将移至最后一级 - 第3级.

Level 3: At this stage FDR will propose a final decision on the facts before it. Again if both partiers cannot agree to the proposed decision – then FDR will issue a final decision. If this final decision is accepted by the complainant then it becomes binding on us.

第3级:在现阶段,FDR将就之前的事实提出最后决定。同样,如果双方不能同意这个决定 - 那么FDR将作出最后决定。如果投诉人接受最后的决定,那么它就会对我们双方有约束力。

If you – the complainant – do not accept the Level 3 decision then it is possible for you to pursue the matter in the New Zealand District Court or Disputes Tribunal.

如果你—投诉人—不接受三级裁决,那么你可以在新西兰地区法院或争议法庭继续追究此事。

In Summary

总结

The FDR scheme was established by the New Zealand Government and requires any person or organisation providing a financial service (or advice to retail customers) to be registered with and on the Financial Service Providers Register (FSPR). One of the requirements of being registered is mandatory membership of an external dispute resolution scheme. In our case this is the Financial Disputes Resolution (FDR) service.

FDR计划是由新西兰政府制定的,要求任何提供金融服务(或向零售客户提供咨询)的个人或组织在金融服务提供者登记册(FSPR)上注册。 金融服务提供者登记册(FSPR)。注册的要求之一是必须成为外部争端解决办法的成员。在我们的这里,这是金融纠纷调解处(FDR)服务。

Clients can use the FDR to make a complaint about our services or advice they may have received. However, complaints will not be accepted unless the complaint has been lodged with us first and we have had an opportunity to respond as per our Internal Complaints Procedure (ICP) as described above.

客户可以通过FDR对我们提供的服务和建议进行投诉。不过,除非投诉人已经先向我们提出投诉,而我们有机会按照上述的内部投诉流程作出回应,否则FDR是不会接受投诉的。

Only when we have come to the end of our complaint process and the dispute is in “deadlock” will the FDR become involved and start there dispute resolution procedure.

只有当结束我们的内部投诉程序且该争议处于僵局状态时,FDR才会介入并开始在FDR的争端解决程序。

It is our goal to achieve through our ICP fairness and accountability.

我们的目标是通过我们的ICP来实现公平和责任。

If you have any queries in respect of our policy please contact us on our site for further information.

如果你对我们的政策有任何疑问,请联系我们以获得更多的信息。


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