Global Shares Execution Services Limited-Complaints Handling Procedure

1.      Introduction

The purpose of this document is to outline Global Shares Execution Services Limited procedure for handling complaints from clients. We recognise that regrettably from time to time clients may have cause to complain about the service we provide to them. Where a complaint is received from a client we want to ensure that it is investigated properly and that wherever possible the complaint is resolved and a response provided to you at the earliest convenience.

This procedure sets out how to complain about Global Shares Execution Services Limited.

  1. How to complain

If you are dissatisfied with our services you can lodge a complaint with us. You should include as much information as possible to enable us to identify you and the specifics of your complaint.  Please provide your full name, address, scheme name and client account number. It is also advisable to inform us of how you can be contacted in case we need to obtain further information. Please briefly set out all the facts regarding the issue and providing useful information such as any relevant dates, the details of the issue being complained of, any Global Shares staff contacted and copies of any documentation supporting your complaint.

You can provide this:

Using the Contact Us or Helpdesk page on your Global Shares Equity Gateway account portal

By email: [email protected]

By telephone: Dial +353818000079 or +443308080142                

By Post: Complaints Officer, Global Shares West Cork Technology Park, Clonakilty, Cork P85 EY90, Ireland

                     

  1. The Investigation Process

Upon receipt of a complaint this will be referred to someone with sufficient seniority and knowledge who can investigate the complaint fully.

If a complaint cannot be resolved swiftly an acknowledgement will be sent to you within 5 business days from the date of receipt of the complaint. The acknowledgement will advise you who will be responsible for the investigation and in instances where you have complained verbally, it will record our understanding of your complaint.

We aim to respond to any complaint as quickly as possible but some complaints may take longer to resolve due to their complexity or the need to obtain further information.

We would normally hope to send a final response to you within 15 working days of receiving a complaint. In the unlikely event that we are unable to resolve your complaint within 15 working days after receipt we will advise you in writing providing an explanation for the further delay and when we expect to be able to provide a final response and your right to refer to the matter to the Office of the Arbiter for Financial Services (OAFS), for whom contact details are provided below. This is a statutory body that mediates unresolved disputes/complaints with regulated financial service providers.

  1. Taking your complaint further

If, following completion of the firm’s complaints process, you are still not satisfied with the response, you have the right to refer the complaint to the Office of the Arbiter for Financial Services. 

The Office of the Arbiter for Financial Services (OAFS) is an autonomous and independent body, established under the Arbiter for Financial Services Act (Cap.555),

It has the power to mediate, investigate and adjudicate complaints filed by customers against financial services providers. Consumer complaints against financial institutions licensed by the Malta Financial Services Authority may be lodged by residents and non-residents at the Office of the Arbiter for Financial Services in terms of Act XVI of 2016 – The Arbiter of the Financial Services Act, 2016.

You may contact the Office of the Arbiter for Financial Services through the contact details below:

Contact Details

Contacting the Arbiter for Financial Services (“the Arbiter”) in Malta for a referral of a complaint:

By phone

If you are phoning from Malta, you can call the Arbiter on freephone 80072366 (free for landline calls only). You may also call on 21249245 (normal call rates apply) or 79219958 or 79219961 (mobile call rate apply). 

If you are phoning from outside Malta, call the Arbiter on +356 (or 00356) 21249245 (standard overseas call charges apply).  You may also call on +356 79219958 or +356 79219961 (mobile call rates apply).

By mail to:

Office of the Arbiter for Financial Services

First Floor

St Calcedonius Square

Floriana FRN1530

Malta