1. Purpose

At 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 (hereinafter the “Company”, “the Firm”), we are committed to providing the best possible service to our clients, and we value all feedback as an essential part of our continuous improvement.

The Complaints Handling Policy (hereinafter “Policy”) outlines the procedures and guidelines for handling and resolving complaints raised by clients or stakeholders. Its purpose is to ensure that all complaints are handled in a fair, consistent, and timely manner, in accordance with the Company’s internal procedures and applicable regulatory requirements, while promoting transparency, professionalism, and effective communication throughout the process.

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

The Company classifies a complaint as any written objection or written expression of dissatisfaction, that the Client may have against the Company relating to the investment and/or ancillary services provided by the Company, 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
• Short summary of the Complaint;
• Attach any relevant documentation or supporting evidence that may assist in the effective investigation and resolution of the complaint.

4. Handling Complaints

4.1. Clients wishing to submit a formal complaint are required to do so in writing by sending their complaint to the following email address: …………………, including any relevant supporting documentation.

4.2. The Compliance Department shall be responsible for the handling and management of Clients’ complaints. In cases where a complaint involves the Compliance Department, the handling of such complaint shall be assigned to the Representative Officer to ensure independence and impartiality.

4.3. Upon receipt of a formal client complaint, the Firm shall provide a written acknowledgement within two (2) Business Days from the date of receipt. Such acknowledgement will confirm that the complaint is being duly reviewed and will include an indicative timeframe for its resolution. Clients will also be provided with a unique reference number for their complaint, which should be used in all subsequent communications.

4.4. Within six (6) weeks from the date of acknowledgement of the Client’s complaint, the Compliance Department shall provide the Client with either a final response or a holding response outlining the outcome of the investigation.

Where a holding response is issued, the Firm shall inform the Client of the reasons why we cannot provide a final response to your complaint within the time limits set forth above and provide an indicative timeframe for the completion of the review and issuance of the final response.

4.5. Following the issuance of the final response, the Client shall have a period of six (6) weeks to respond and indicate whether they remain dissatisfied with the outcome. In the absence of any response within the abovementioned timeframe, the complaint shall be considered resolved and closed.

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.