Complaints Policy
A structured framework for handling and resolving client grievances transparently, efficiently, and fairly.
1. Our Commitment
Ark Stone Trading is dedicated to delivering exceptional service and maintaining a transparent, efficient, and fair environment for all our clients. We recognize that occasionally, expectations may not be met, and disputes can arise.
This Complaints Policy outlines our formalized procedure for receiving, investigating, and resolving client grievances. We are committed to handling every complaint with the utmost seriousness, acting promptly and impartially to achieve a fair resolution while utilizing feedback to improve our services continuously.
2. How to File a Complaint
Submit your complaint to support@arkstonetradingpartners.com. Include the information below so the team can investigate.
To ensure a swift and comprehensive review, please provide the following required information in your correspondence:
- Personal Details: Your full name and registered contact information.
- Account Identifier: Your Ark Stone Trading account ID or login email.
- Issue Description: A clear, detailed explanation of the issue or dispute.
- Incident Date: The exact date and time the incident occurred.
- Documentation: Any relevant screenshots, statements, or communication records.
- Preferred Outcome: A statement of what you believe would constitute a fair resolution.
3. Our Resolution Process
We adhere to a structured, four-step process to ensure all complaints are handled efficiently and fairly:
Step 1: Acknowledgment
Keep a copy of your complaint and any correspondence. Use the same email thread when providing additional information or requesting a progress update.
Step 2: Investigation
A designated compliance officer, who was not directly involved in the subject matter of the complaint, will conduct a thorough and impartial investigation. This includes reviewing all provided documentation, system logs, and interviewing relevant personnel if necessary. Complete confidentiality is maintained throughout this phase.
Step 3: Resolution & Response
Our target resolution time is 3–5 business days from receipt of your complaint. The response should explain the outcome and any next steps.
Step 4: Internal Review
If you remain dissatisfied with the proposed resolution, you may request an internal escalation. Your case will then be reviewed by senior management, who will issue a final organizational decision.
4. External Recourse
If an issue remains unresolved, seek independent advice about the complaint or dispute routes available under your agreement and applicable law. Company incorporation in Saint Lucia does not by itself establish financial-services authorisation or access to a regulatory complaint scheme.
5. Record Keeping
In compliance with our regulatory obligations, all complaints are meticulously recorded in our internal Complaints Register. We maintain comprehensive documentation for each case, including the initial submission, investigation notes, and final resolution correspondence.
These records are maintained securely for a minimum period of seven (7) years to ensure organizational transparency and to facilitate potential regulatory audits.
6. Fairness and Impartiality
Our complaint handling process is governed by the principles of absolute fairness and impartiality:
- Fair Treatment: Every client is treated with respect and provided equal opportunity to present their case.
- Unbiased Investigation: Investigations are conducted objectively, free from conflicts of interest.
- No Cost: The complaint resolution process is provided entirely free of charge to the client.
- Continuous Improvement: We conduct continuous analysis of complaint trends to identify systemic issues, enhance our platform, and elevate our client service standards.