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投诉处理机制

CMG是 AxiTrader Limited的交易名称,该公司注册成立于圣文森特和格林纳丁斯的国际商业公司注册处,编号为 25417 BC 2019,并由金融服务管理局注册,其地址为Suite 305,Griffith Corporate Center, 1510年,Beachmont Kingstown,圣文森特和格林纳丁斯。

CMG致力于: 

  • 提供高标准客户服务;以及

  • 维护我们正直与责任感的声誉。

我们在任何时候都十分欢迎您向我们的服务提供反馈。如果您对我们的服务不满意我们将尽一切可能改善我们的服务和解决问题的能力。我们将努力深入调查并且解答您的疑问,使您享受与CMG的交易体验。

CMG的投诉处理机制致力于确保所有投诉皆被独立审阅并且向客户提供公平合理的解决方案。

什么是投诉?

CMG将投诉定义为“对没有第一时间解决问题的不满的表达,无论是手写还是口述,无论是关于CMG的产品还是服务”

如何进行投诉

任何CMG的员工皆可能收到来自客户的投诉处理请求并且有义务在其职责范围内第一时间尽一切可能解决问题。

当处理问题的员工认为出于经验不足、专业能力或相应权限而无法第一时间解决该问题时,员工会将问题提交到主管处。

我们可能会要求您以文字形式详细描述您的问题,包括说明您投诉的性质、提供投诉细节以及您期望的结果或您希望CMG采取的行动来使您满意。我们会要求您提供相关材料以支持您的投诉;同时这也将帮助我们更快地解决您的问题。

您可以通过以下任意一种方式联系我们的客服服务团队:

客户服务
CMG
Suite 305, Griffith Corporate Centre
1510, Beachmont, Kingstown
St. Vincent and the Grenadines
邮箱: support@cmgau.com
电话号码: +61 2 4036 3165

调查

当收到您的投诉时,我们的员工会联系您并且和您就您的投诉内容进行讨论。如果有必要,将会进行完整的调查。

尽管我们的内部程序允许我们在45个日历日内解决您的问题,我们仍将尽一切努力将您的问题在21个日历日内解决。

如果我们无法再45个日历日内解决您的问题,我们将:(1)告知您延长解决时间的原因;(2)提供给您投诉处理进度的更新;以及(3)指明一个可接受的日期做出决定。我们将尽力以上述程序可以解决问题使您完全满意。

内部升级

我们认为我们的前线员工与主管完全可以解决您的问题。尽管如此,如果您认为您的投诉没有被满意地解决,您可以将您投诉等级提升以由级别更高的职员处理您的问题。

您只需要将您的投诉传达向下面CMG/AxiTrader Limited的地址,然后我们的投诉官将会单独审阅您的问题:

Complaints Officer
Suite 305, Griffith Corporate Centre
1510, Beachmont, Kingstown
St. Vincent and the Grenadines
邮箱: support@cmgau.com

外部纠纷解决

除了我们内部的纠纷解决程序外,CMG / AxiTrader 还是金融委员会的成员,这是 CMG 之外的另一种投诉处理论坛。 当 CMG 无法解决客户满意的争议时,金融委员会为 CMG 客户提供免费的争议解决服务。
金融委员会争议解决委员会的决策程序和管理独立于 CMG,其决定对 CMG 具有约束力,并且金融委员会向 CMG 客户提供补偿基金,以赔偿每位客户最高 20,000 欧元的判决。 有关金融委员会的更多信息,请访问其网站,网址为 https://financialcommission.org/。

Suite 305, Griffith Corporate Centre
1510, Beachmont, Kingstown
St. Vincent and the Grenadines

P: +61 2 4036 3165
E: support@cmgau.com

Trading name of AxiTrader Limited
(Business Company Number 25417
BC 2019)

Risk Warning: CMG is a trading name of AxiTrader Limited, which is incorporated in St Vincent and the Grenadines, number 25417 BC 2019 by the Registrar of International Business Companies, and registered by the Financial Services Authority, and whose address is Suite 305, Griffith Corporate Centre, 1510, Beachmont Kingstown, St Vincent and the Grenadines. Over-the-counter derivatives are complex instruments and come with a high risk of losing substantially more than your initial investment rapidly due to leverage. You should consider whether you understand how over-the-counter derivatives work and whether you can afford to take the high level of risk to your capital. Investing in over-the-counter derivatives carries significant risks and is not suitable for all investors. When acquiring our derivative products you have no entitlement, right or obligation to the underlying financial asset. CMG is not a financial adviser and all services are provided on an execution only basis. Information is of a general nature only and does not consider your financial objectives, needs or personal circumstances.

All clients: Important legal documents in relation to our products and services and contact details for further information are available on our website at www.cmgau.com. You should read and understand these documents before applying for any CMG products or services and obtain independent professional advice as necessary.

Cryptocurrencies like Bitcoin are extremely volatile and can move or jump in price with no apparent reason due to lack of liquidity and ad hoc news. There is little or no fundamental reasoning behind its pricing and as such trading CFDs in Bitcoin pose a significant risk to Retail Clients. While CMG only quotes Bitcoin during the week, it can trade over the weekend, meaning there could be a significant price change between Friday and Monday. It should only therefore be traded by those clients with sufficient experience to understand that they risk losing all their investment, or more, in a short period of time, and only a very small part of their portfolio should be used.