Legal Documents
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Complaint Handling ProcedureIntroduction
KONG SHING WEALTH COMPANY LIMITED (hereinafter referred to as the "Company") is incorporated in accordance with the laws of the Autonomous Island of Anjouan, with a registration number of 15705 and a registered address in the Hamchako District, Mutsamudu City, Autonomous Island of Anjouan. The Company holds an international brokerage and clearing license and is permitted to conduct all types of brokerage business in accordance with Government Notice No. 005 of 2005 (hereinafter referred to as the "Law"), and is regulated by the Anjouan Offshore Financial Authority.
The Company's purpose is to provide diversified brokerage services to corporate and individual clients outside the Autonomous Republic of Anjouan, including but not limited to:
Providing investors with direct consulting services on securities prices, securities investments, securities trading, and related foreign exchange transactions;
Consulting services related to securities issuance and capital;
Arranging and executing the distribution of issuers' securities on a non-guaranteed basis;
Receiving and transmitting clients' securities trading instructions, and executing transactions in their accounts using clients' funds;
Managing clients' investment portfolios and funds for securities operations;
Custody of clients' investment funds and securities, providing safekeeping, depository, and holding-on-behalf services;
Conducting proprietary securities trading with the Company's own funds;
Arranging and executing the distribution of issuers' securities on a guaranteed basis;
Borrowing or lending securities to/from clients, and using the Company's own funds to purchase securities for clients to conduct short-selling operations in compliance with regulations;
Issuing the Company's own deposit products;
Providing loan and borrowing services;
Executing currency and foreign exchange transactions;
Holding assets, capital, precious metals, bonds, stocks, or other financial instruments on behalf of third parties;
Accepting various types of cash deposits (custody transactions);
Opening current accounts and time deposit accounts for corporate and individual clients;
Issuing bank reference letters and compliance certificates;
Issuing securities and handling credit card business;
Providing various types of guarantee services;
Multi-currency account management;
Asset management products;
Investment consulting services;
Financial engineering (comprehensive solutions for private banking and wealth management);
Acting as an intermediary for securities transactions;
Foreign exchange transactions;
Foreign exchange currency conversion operations (utility tokens and security tokens) and Contracts for Difference (CFD).
The Company has implemented and maintains a Complaint Handling Procedure (hereinafter referred to as the "Procedure"), which is described in this document.
Interpretation of Terms
Unless the context otherwise requires, all terms contained in this Procedure shall have the meanings assigned to them herein. Where the context so requires, (a) words importing the singular shall include the plural and vice versa; (b) words importing the masculine gender shall include the feminine and vice versa.
Scope of the Complaint Handling Procedure
The purpose of this Procedure is to specify the internal complaint resolution system and processes that the Company has established, maintained, and follows for resolving complaints.
Definition of Complaint
A complaint is an expression of dissatisfaction by a client regarding the investment and/or ancillary services provided to them by the Company. A complainant is a natural or legal person who is eligible to file a complaint with the Company and has filed such a complaint.
A complaint received from a client shall include:
The client's first name and last name;
The client's trading account number;
The affected transaction number (if applicable);
The date of the issue and a description of the issue.
Complaints shall not contain offensive language directed at the Company or its employees.
Procedure
All complaints or grievances must be submitted in writing and sent via email to the Company's Client Support Department (marketing@kswcl.com for non-trading issues) or Trading Department (info@kswcl.com for trading issues).
If a client receives a response from the Client Support or Trading Department but believes that further independent review of the complaint or grievance is necessary, the client may request the Client Support or Trading Department to escalate it to the Client Audit Team, or contact the Client Audit Team directly (marketing@kswcl.com), which will conduct an independent and impartial investigation.
If the requirements of paragraphs 5.2 and 5.3 above are not met, the Company will not be able to process or investigate the complaint. In such cases, the Company will respond to the client and request any additional information required. In any event, an officer of the Company may contact the client directly to obtain further clarification and information regarding their complaint. The Company requires the client's cooperation to process the complaint.
Upon receipt of a complaint, the department receiving the complaint shall record the complaint in the complaint register maintained by the Company, in accordance with the requirements of paragraph 8 of the Procedure.
The Company will thoroughly review all complaints (taking into account information contained in the Company's books and records, including but not limited to the client's trading account history) without undue delay.
The Company will handle each complaint with reasonable care and reach a fair outcome.
Upon receipt of a complaint, the Company will notify the complainant of the receipt of the complaint within five (5) business days and provide them with a unique reference number, which corresponds solely to their complaint and must be used in any communication with the Company regarding the specific matter and/or complaint.
The Company will send a preliminary response to the client within ten (10) business days from the actual receipt of the complaint. If the complaint requires further investigation and cannot be resolved within ten (10) business days, the Company will issue a holding response in writing or another durable medium. When sending the holding response, the Company will indicate when it will contact the client again and inform the client of the progress of the investigation.
The Company will investigate and respond to the complainant within two (2) months from the date of receipt of the complaint.
Upon completion of the investigation, the Company will send a written notice to the complainant, informing them of:
The results of the investigation and the reasons for reaching that decision; or
If applicable, the nature and terms of any offer and/or settlement.
If the Company is unable to complete the investigation and/or respond to the complainant within two (2) months from the date of receipt of the complaint, the Company will send a written notice explaining the reasons for not having reached a decision and/or completed the investigation, the cause of the delay, and how long it will take the Company to complete the investigation. It should be noted that the Company shall not provide a response later than three (3) months after the submission of the complaint.
Principles of the Procedure
All complaints shall be handled confidentially.
The Company shall handle client complaints without undue delay.
The Company will resolve all complaints in a fair manner.
Record-Keeping
The Company has established, maintains, and updates a complaint register that records details of all complaints received each month, for a retention period of five years. The complaint register records the following information:
Date of the complaint;
Wallet number;
Identity of the complainant;
Reason for the complaint;
Financial instrument;
Amount in dispute;
If applicable, date of settlement; and
Any relevant comments.
Contact Information
Client Support Department: marketing@kswcl.com
Trading Department: info@kswcl.com
Client Audit Team: marketing@kswcl.com
