Complaints Handling Policy & Form
Introduction
The DemoPips program and all related services are operated by Wintrado Acad Ltd, a company incorporated and registered under the laws of Cyprus with company registration number HE 451363 and registered office at 62 Athalassas Ave, Strovolos, Nicosia, Cyprus, 2012. “DemoPips” is a brand name of Wintrado Acad Ltd. All references to “the Company,” “we,” “us,” or “our” in this Policy refer to Wintrado Acad Ltd operating under the DemoPips brand.
DemoPips has created this Complaints Handling Procedure & Form to explain our complaints‑handling practices. By using our Services, you agree to our policies and procedures regarding complaints. If you have any questions or comments, please contact us at [email protected]. If you do not agree with our policies, please refrain from using our Services.
Scope of the Complaints Handling Procedure
The Complaints Handling Procedure (“Procedure”) describes a fair and efficient process for managing any client complaints arising from our relationship with clients.
Definition of a Complaint
A complaint is an expression of dissatisfaction by a client regarding the provision of services provided by the Company. We consider it essential to give proper attention to every complaint made by a client, regardless of its subject matter.
Procedure
The Company ensures that this complaints process applies to all categories of clients. Client complaints are resolved without undue delay, taking into consideration the seriousness of the complaint and any potential financial implications for both the client and the Company. This Complaints Policy gathers all necessary information and outlines the steps the Company takes to resolve potential inconveniences, complaints, or grievances that might occur in our business relationship with clients.
A complaint must be submitted in English and include the following information:
1. The client’s full name
2. The client’s account number
3. The client’s address and email address
4. The affected transaction(s) number, if applicable
5. Date and time when the issue causing the complaint arose
6. A full and clear description of the issue
7. Reference to any correspondence exchanged between the Company and the client (such correspondence should be attached)
FAQs
Questions regarding this Procedure should be addressed, in the first instance, to the Customer Support Department at [email protected].
Records and Reporting
The Company will keep and continuously update records of all complaints received, including details of any investigation conducted, the final outcome, measures taken for resolution, and all related communication with the client.
Review of the Policy
The Company reserves the right to amend its policies at any time by publishing updates on its official website https://DemoPips.com. Policies shall be reviewed or amended annually and/or as deemed necessary by Regulatory Authorities and the Compliance Officer and further approved by the Board of Directors. Should the Company materially change this Policy—including how it collects, processes, or uses clients’ personal information—the revised Complaints Policy will be uploaded to our official website. The latest version posted on https://DemoPips.com shall prevail. Clients hereby consent, agree, and accept that posting a revised Complaints Policy electronically on the Company’s official website constitutes actual notice to all clients. We encourage our clients to review this Complaints Policy periodically so they remain aware of the information the Company collects, how we use it, and to whom it may be disclosed. Any dispute over the Company’s Complaints Policy is subject to this notice and the Client Agreement. Please contact us at [email protected] if you require additional clarification or further information.