1. Introduction

PM MTF LTD (the “Company”) is committed to providing a high standard of service to all clients. We value your feedback and view complaints as an opportunity to learn and improve our services. This page explains how you can make a complaint and how it will be handled.

2. What’s a complaint

Any oral or written expression of dissatisfaction, whether justified or not, from or on behalf of a person about the provision of, or failure to provide, a financial service or a redress determination, which:

   a) alleges that the complainant has suffered (or may suffer) financial loss, material distress, or material inconvenience; and

   b) relates to an activity of that respondent, or of any other respondent with whom that respondent has some connection in marketing or providing financial services or products which come under the jurisdiction of Cyprus Securities and Exchange Commission (“CySEC”).

3. Types of complaints

Inquiry 

An inquiry is a request for assistance on general matters submitted verbally or in writing (e.g., phone, email, or support ticket) to the Company’s Back Office during normal business hours. 

• Email: complaints@perpetuals.com 
• Phone: +357 22490570

 

Formal Complaint 

A formal complaint must be submitted via email at complaints@perpetuals.com and must include all the information stipulated in the Complaint Submission Form, which is attached as an Annex to this Complaints Process.

4. Complaints Handling Procedure

Acknowledgement

Upon receipt of a formal complaint, we will acknowledge your submission via email.

Initial Assessment:

We will assess whether your concern is an inquiry or a formal complaint:

• If it is a general inquiry, we will aim to resolve it immediately.
• If it is a formal complaint, it will be forwarded to the Compliance Department for investigation.

 

Investigation

The Compliance Department will conduct a thorough and impartial investigation, collecting relevant information and reviewing all facts.

Final Response

We aim to provide a final response within thirty (30) business days from the date the formal complaint was received. The response will include:

• The outcome of the investigation.
• Whether the complaint was classified as Valid, Invalid, or Inconclusive.
• Any remedial action or compensation, if applicable.

 

If we are unable to resolve the complaint within 30 business days, we will inform you of the reasons for the delay and provide an estimated timeframe for resolution.

Further Recourse

In case a complaint is not resolved after receiving the final response, a client may escalate its complaint to: 

Office of the Financial Commissioner

Website: https://financialombudsman.org.cy/en/

Phone: +357 22848900

Email: complaints@financialombudsman.gov.cy