GLOBEX

Public Complaints Policy

Last Updated:
Applies to: All customers & stakeholders
Entity: GLOBEX LTD.
We are committed to handling complaints promptly, fairly, and consistently, and to using outcomes to improve our services.

1. Purpose & Scope

This Policy sets out how GLOBEX LTD. (“GLOBEX”, “we”, “us”, “our”) manages complaints from customers and members of the public regarding our services, staff, representatives, or third-party partners acting on our behalf. It applies to all GLOBEX business units and distribution channels.

2. What is a Complaint

A complaint is an expression of dissatisfaction (oral or written) about an action, inaction, or decision of GLOBEX that is not resolved at first contact and which alleges financial loss, material inconvenience, error, or conduct concerns.

3. How to Lodge a Complaint

  • Online form: /complaints
  • In writing: Complaints Team, GLOBEX, 18121 E Hampden Ave Aurora CO 80013
  • In-app / platform: Help → Submit a complaint

If you need assistance submitting a complaint, we will provide reasonable support upon request.

4. What to Include

  • Your full name, contact details, and account ID (if applicable)
  • What happened, when, and who was involved
  • Any supporting evidence (screenshots, statements, order IDs)
  • The outcome you are seeking

5. Our Process & Timelines

  1. Acknowledgement: We acknowledge receipt within 2 business days and provide a case reference.
  2. Assessment: We triage the complaint by severity, potential harm, and complexity.
  3. Investigation: An impartial investigator reviews evidence and contacts you if clarification is needed.
  4. Outcome: We issue a written response with reasons, findings, and any remedy within 15 business days for standard cases (or we will inform you if more time is required due to complexity or third-party dependencies).

Regulatory timelines vary by jurisdiction. Where specific statutory timeframes apply, we will comply with those requirements.

6. Investigation Standards

  • Objective, fair, and proportionate to the issues raised
  • Use of reliable records, system logs, and expert input where necessary
  • Consideration of applicable laws, terms, disclosures, and policies
  • Clear, reasoned decisions communicated in plain language

7. Outcomes & Remedies

Possible outcomes include: explanation or apology, corrective action, fee adjustment, trade review (where permitted), goodwill gesture, staff coaching, process improvement, or no action where the complaint is not upheld.

8. Escalation & External Review

If you are dissatisfied with our final response or we have not responded within the applicable timeframe, you may escalate to:

  • Internal Review: Request a second-level review by the Complaints Manager not involved in the original decision.
  • External Ombudsman/Regulator: [Insert relevant authority for your jurisdiction, e.g., CFPB (US), ASIC AFCA (AU), UK FOS, EU ODR platform, DIFC/FSRA, MAS, etc.]

We will include details of the appropriate external scheme, eligibility, and contact information in our final response letter, tailored to your location.

9. Accessibility & Vulnerable Customers

  • Multiple channels (online, email, post, in-app) and reasonable assistance upon request
  • Support for language needs via translation/interpretation where feasible
  • Priority handling where there is risk of serious financial harm or vulnerability

10. Conflicts of Interest

Complaints are assessed by staff independent from the subject matter. Any potential conflicts are disclosed and managed. Complex cases may be referred to Compliance or an external reviewer.

11. Recording, Monitoring & Reporting

  • We maintain a central complaints register with issue category, root cause, outcome, resolution time, and remediation actions.
  • Trends and key risk indicators are reported to senior management and governance committees.
  • Lessons learned feed into training, product design, and control improvements.

12. Retention & Privacy

Complaints records are retained in line with legal, regulatory, and business requirements (e.g., AML and record-keeping obligations). Personal data is handled in accordance with our Privacy Policy and applicable data-protection laws.

13. Policy Governance

  • Owner: Head of Compliance & Customer Experience
  • Version: 1.0
  • Effective Date:
  • Review Cycle: At least annually, or earlier upon regulatory change or trend indicators
For urgent issues, please contact us via the fastest available channel and mark the subject as “Urgent”.
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