Client complaints procedure

In the event that you wish to make a complaint to the company please complete the form below online, and submit it.All complaints must be submitted via the below online complaint form. Please include as much information as possible in the complaint, in order to assist us in our investigation. Upon submitting your complaint you will receive an email confirming that it has been received. The Compliance Officer shall oversee all client complaint issues unless, in cases where there might be a conflict of interest, in which case the General Manager of the Company shall deal with them. The Company will do everything in its power to respond in full to all complaints within 48 hours. However, this may not always be possible, and you may even be contacted for further information on the issue. In cases where there will be a delay, within four (4) weeks of receipt of your complaint the Company shall send you a Final Response, or a holding response. This will explain why we are not yet in a position to resolve your complaint, and it will give an indication of when further contact shall be made. In such cases a final answer shall be given within eight (8) weeks of receipt. Whenever a complaint is made in a foreign (non-English) language the company will compose its response in English, translate it into the client’s language, and then send both versions to the client.In the event of any desputes the English version of our responses will always prevail as the official document.

Client Complaint form

Please complete the form below (online) and click the “submit” button.


If you are not satisfied with our final decision above, you may submit your complaint to the Financial Ombudsman at the following address:

Address: 13 Lord Byron Avenue, 1096 Nicosia, Cyprus.
Phone: 22848900.
(fax): 22660584,22660584.
email:
Complaints: [email protected]
Financial Ombudsman: [email protected]
Website: www.financialombudsman.gov.cy.

RoyalPip is operated by Novox Capital Ltd which is authorized and regulated by the Cyprus Securities and Exchange Commission (CySEC) with CIF license number 224/14