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Complaint Procedures

Effective 12th September 2015

  • GKFX (Cambodia) Co. LTD is authorised and regulated in the United Kingdom by the Financial Services Authority (FCA). GKFX is required to establish complaint-handling procedures for handling expressions of dissatisfaction received from eligible complainants about GKFX services.
  • GKFX endeavours to offer its customers the highest standards of service in all aspects of its business, however there may be elements of our service that do not meet your satisfaction. The Compliance Officer (or an independent director) will record any customer complaints or expressions of dissatisfaction in the firm’s Complaints Register.
  • In the first instance, you should try to resolve your dissatisfaction or grievance with your normal GKFX contact.
  • If that person is unable to resolve your dispute to your satisfaction, you should direct your complaint or grievance either verbally or in writing to GKFX’s Compliance Officer.
  • GKFX will send a written acknowledgement of your complaint to you within five business days of receipt. This letter will contain the name or job title of the individual(s) handling the complaint, together with a copy GKFX own internal complaint handling procedure.
  • Within four weeks of receiving a complaint, GKFX will send you, either:
    • A final response letter; or
    • A written response, explaining why it is not currently possible to resolve the complaint and indicating to you when the Firm will make further contact (this should be within eight weeks of receipt of your complaint).
  • If the complaint remains unresolved longer than eight weeks from receipt of your complaint, GKFX will either send you:
    • A final response; or
    • A written explanation why the firm is still unable to make a final response to you. It shall provide you with reasons for the delay and an indication when it expects to be able to provide you with a final response.
  • If you are dissatisfied with GKFX final response (or if GKFX fail to resolve your complaint within 8 weeks of it being made) you may have the right to refer it to the Financial Ombudsman Service, but you must do so within six months. Unless you have already received a copy of the Financial Ombudsman Service’s explanatory leaflet, it will be supplied to you at the same time as GKFX final response.
  • The Financial Ombudsman Service can be contacted at:

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GKFX Cambodia, GKFX, GKPro, and GKFX Prime are Global Kapital Group brands.

GKFX Cambodia Co Ltd. is authorised and regulated by the Securities and Exchange Commission of Cambodia (“SECC”) under the license 026 (០២៦ គ.ម.ក/អ.ប./ឈ.ឧ.).

GKFX is the registered trademark of AKFX Financial Services Ltd, which is part of the Global Kapital Group. AKFX Financial Services Ltd is authorized and regulated
by the Malta Financial Services Authority (“MFSA") under the license IS60473. AKFX Financial Services Ltd is passported in Europe under MiFID II in Financial Instruments Directive.

GKPro is the registered trademark of GKFX Financial Services Ltd, which is part of the Global Kapital Group. GKPro is the registered trademark of GKFX Financial
Services Ltd, which is authorized and regulated by the Financial Conduct Authority (“FCA”) under the license 501320. GKFX Financial Services Ltd is licensed in the United Kingdom.

GKFX Prime is the registered trademark of International Finance House Ltd, which is part of the Global Kapital Group. International Finance House Ltd is authorized
and regulated by the British Virgin Islands’ Financial Authority named Financial Services Commission (“FSC BVI”) under the company number 1728826 and license number
BVI SIBA/L/1066. International Finance House Ltd is active in Asia, Middle East, and Latin America.

Restricted Regions: GKFX Cambodia does not provide services for the residents of certain countries, such as the United States
of America, Canada, Japan, Indonesia, Turkey, Israel, and the Islamic Republic of Iran.

RISK WARNING

CFDs are complex instruments and come with a high risk of losing money rapidly due to leverage. You should consider whether you understand how CFDs work and whether you can afford to take the high risk of losing your money. See our full Risk Warning and Terms of Business for further details.