Customer Complaints

CUSTOMER COMPLAINTS

If during the terms of your agreement with The Cyprus Investment and Securities Corporation Ltd (the ‘Company’), you are not fully satisfied with the financial product or the service offered, you may proceed in submitting a complaint.  The Company maintains and implements a customer complaints’ policy and procedures for handling your complaints in a fair and effective way. This procedure is implemented in accordance with the ESMA/EBA Guidelines on complaints handling and the requirements of the Consumer Protection (Amendment) (No. 2) Law of 2026.

1. Making a complaint

Complaints are submitted to the Company in writing and are handled by the Customer Service Operations Department under the supervision of Management.

You may print the complaint form which can be found here and submit the filled-out form to any of the following means:

  • By post to the following address:

          General Manager
          The Cyprus Investment and Securities Corporation Ltd 
          P.O. Box 20597 
          1660 Nicosia
          Cyprus

When submitting your complaint, please ensure that you disclose the following information:

  • Full name and postal address
  • Identity card number  / Passport number / Registration number
  • Telephone number
  • E-mail address
  • Detailed description of your complaint
  • The means in which you wish us to contact you (telephone / e-mail / post)

Please note that we will contact you in case we need any clarification or further information.

The complaints submission procedure is provided free of charge and is accessible to all customers and consumers.

2. Receiving a complaint

Within five (5) calendar days of receiving your complaint, we will send you a ‘Complaints Acknowledgement Letter’ which will include the Reference Number of your complaint.  Please use this number in any future contact with the Company, the Financial Ombudsman and/or the Cyprus Securities and Exchange Commission regarding your complaint.

3. Investigating a complaint

Once we receive your complaint, we will forward it to the appropriate person in the Company for investigation.  Depending on the nature and particulars of the specific complaint, we will review your complaint without undue delay and will propose a resolution as soon as possible and no later than two (2) months from its receipt.

We are aware that certain complaints might need more time to investigate and resolve.  In such a case we will contact you and inform you on the progress of the investigation and in any case, we will send you our final solution not later than three (3) months from the date of submitting your complaint.

4. Resolving a complaint

Once the investigation is completed, we will contact you, via your chosen channel of communication, providing the proposed solution.

5. If you are not satisfied

If you are not satisfied with our final solution and the actions taken in resolving your complaint or you do not receive an answer within three (3) months from the date of submitting your complaint, you may file a complaint with the Financial Ombudsman within four (4) months from the date of receiving our final solution or the expiry date we should have answered to you.  Furthermore, you may inform the Cyprus Securities and Exchange Commission about the complaint submitted. 

For more details about the Financial Ombudsman and the Cyprus Securities and Exchange Commission please visit the following web pages:

http://www.financialombudsman.gov.cy/ and http://www.cysec.gov.cy/, 

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