The Concept Limited
Registered number 2025-00084
Registered address: Ground Floor, The Sotheby Building, Rodney Village, Rodney Bay, Gros-Islet, Saint Lucia.

Complaints Handling Procedure

1. Introduction

• 1.1. This Complaints Handling Procedure (“Policy”) is established by The Concept Ltd (“Company”) to ensure the effective, transparent, and prompt handling of complaints received from clients.

2. Submission of Complaints

• 2.1. Clients may submit complaints via email to [email protected].
• 2.2. Complaints must include the client’s name, account number, relevant transaction details (if applicable), the date and time of the issue, and a detailed description of the matter.
• 2.3. Complaints must be submitted from the client’s registered email address.

3. Acknowledgment of Complaints

• 3.1. The Company shall acknowledge receipt of the complaint in writing within five (5) business days, providing the name and job title of the individual handling the complaint.

4. Investigation and Resolution

• 4.1. The Company shall investigate complaints competently, diligently, and impartially, obtaining additional information as necessary.
• 4.2. The Company shall assess the complaint fairly, consistently, and promptly, considering all relevant factors.
• 4.3. The Company shall offer redress or remedial action when appropriate and explain its assessment, decision, and any offer of remedial action or redress to the complainant promptly.
• 4.4. The Company shall comply promptly with any offer of remedial action or redress accepted by the complainant.

5. Timeframes

• 5.1. If a complaint is resolved within seventy-two (72) hours, a Summary Resolution Letter shall be issued to the complainant, confirming the closure of the complaint, any redress offered, and the complainant’s right to refer the matter to an external body if not satisfied.
• 5.2. If a complaint is not resolved within four (4) weeks of receipt, the Company shall send a holding response to the complainant, explaining why it is not yet in a position to resolve the complaint and indicating when further contact will be made (which must be within eight (8) weeks of receipt of the complaint).
• 5.3. A final response must be made within eight (8) weeks of receiving the complaint.

6. Confidentiality

• 6.1. All complaints shall be treated as confidential information.

7. Amendments

• 7.1. The Company reserves the right to amend this Policy from time to time. In the event of material changes, clients will be informed by the publication of an updated version of this Policy on the Company’s website.
• 7.2. The latest version of the Complaints Handling Procedure will be available at www.theconcepttrader.com.

8. Effective Date

• 8.1. This Policy updates and replaces any prior Complaints Handling Procedure as of February 14th 2025.