Complaints Handling Policy

1. Purpose

The Complaints Handling Policy outlines the procedures and guidelines for handling and resolving complaints raised by clients or stakeholders of G2G GROUP LIMITED,  a Limited Liability Company incorporated in Saint Lucia with registration number 2024-00120 and having its registered address at Ground Floor, The Sotheby Building, Rodney Village, Rodney Bay, Gros-Islet, Saint Lucia (“the Firm”).

2. Scope

This policy applies to all complaints received by the Firm, related to investment or ancillary services provided by the Firm, its employees, representatives, or associated entities.

3. Definition of a Complaint

A complaint is defined as an expression of dissatisfaction, whether justified or not, related to the Firm’s services that requires a response or resolution. A complaint shall include:

the client’s name and surname;

the client’s trading account number;

the affected transaction numbers, if applicable;

the date and time that the issue arose; and

a description of the issue.

4. Handling Complaints

a. Receipt of Complaints: The Firm will acknowledge receipt of complaints promptly upon receipt, usually within 48 hours.

b. Complaint Handling Process:

  • All complaints will be handled fairly, promptly, and in accordance with applicable laws and regulations.
  • The Firm will designate responsible individuals or a dedicated department to handle complaints.
  • Complaints will be investigated thoroughly and objectively.
  • The Firm will maintain records of all complaints received, including details of the complaint, actions taken for resolution, and any outcomes.

c. Resolution of Complaints: The Firm aims to resolve complaints as swiftly as possible. Upon completion of the investigation, the Firm will provide a written response outlining the findings and any proposed resolution or action to be taken.

5. Escalation Process

If the complainant is dissatisfied with the initial response, they may request a review or escalate the complaint to a higher authority or an external dispute resolution body, as permitted by applicable laws and regulations.

6. Records and Reporting

The Firm will maintain comprehensive records of all complaints received, including details of investigations, resolutions, and any actions taken. Periodic reports regarding complaints and their resolution will be submitted to the regulatory authorities as required by law.

7. Training and Review

The Firm will provide appropriate training to employees involved in handling complaints to ensure they are equipped with the necessary skills and knowledge. Additionally, this policy will be reviewed periodically and updated as necessary to ensure its effectiveness.

8. Communication

This Complaints Handling Policy will be made available to clients through the Firm’s website and other appropriate communication channels.

By implementing and adhering to this Complaints Handling Policy, G2G GROUP LIMITED aims to provide efficient and fair resolution of complaints and demonstrates its commitment to ensuring client satisfaction.

We pride ourselves on being authorized by Saint Lucia. G2G Group (Saint Lucia) Limited is hereby granted a registration number 2024-00120.

Risk Warning

Trading in the FX Market carries a high risk due to leverage. This investment may not be suitable for all investors. So you should make sure that you understand the extent of the risks involved as it is possible to lose all the invested capital.

No offer or request for the purchase or sale of securities, securities derivative products, futures or off-market operations of any kind, or any type of trade or investment, recommendation or strategy, is made, given or in any way approved by any G2G GROUP LIMITED affiliate and the information available on this website does not constitute an offer or solicitation of any kind in any jurisdiction in which any G2G GROUP LIMITED affiliate is not authorized to do business, including but not limited to Japan. Past performance, whether actual or indicated by historical testing of strategies, is not a guarantee of future results or success. Our products are traded on margin and there is a possibility that you could suffer a loss equal to or greater than your entire investment, regardless of the asset class you are trading in (stocks, futures options, or etf’s), so you should not invest or risk money that you cannot. allow yourself to lose. Our products may not be suitable for everyone and you should ensure that you understand the risks involved. Decisions to buy, sell, hold or trade in securities and other investments involve risk and are best made based on the advice of qualified financial professionals. No information or opinion contained on this site should be taken as a solicitation or offer to buy or sell any currency, equity or other financial instruments or services.

The company does not provide services to residents of certain countries, such as the United States of America, Canada, Israel, Costa Rica and the Islamic Republic of Iran.

Head Office

Ground Floor, The Sotheby Building,

Rodney Bay, Gros-Islet, Castries, Saint Lucia

Representative Office

United Arab Emirates – Dubai

Jumeirah Lake Towers- Cluster E- Saba 1 Tower- Office 502

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