CLIENT COMPLAINTS POLICY

Bkquote Global Market Limited
No: 2025-00089
The Sotheby Building, Rodney Village, Rodney Bay, Gros-Islet, Saint Lucia

1. INTRODUCTION

Bkquote Global Market Limited ("the Company," "we," "our") is a legally registered and regulated entity providing online trading services, including operations with Contracts for Difference (CFD) and other financial instruments. Additionally, the Company also operates as a crypto asset exchange, allowing clients to buy, sell, and exchange cryptocurrencies through our platform.

We are committed to providing high-quality services and ensuring client satisfaction. However, we acknowledge that situations may arise where clients have grounds to file a complaint. This Client Complaints Policy outlines the process that clients should follow to submit a complaint and describes how the Company will handle and resolve such complaints fairly and promptly.

2. SCOPE

This policy applies to all complaints submitted by clients related to the following services:

● Trading with Contracts for Difference (CFD) and other financial instruments.

● Trading and operations on the crypto asset exchange provided by the Company.

● Technical or execution issues on the trading platform or the exchange.

● Disputes related to commissions, spreads, conversion fees, or overnight funding charges.

● Issues related to customer service or account management.

3. DEFINITION OF A COMPLAINT

For the purposes of this policy, a complaint is any formal statement of dissatisfaction submitted by a client regarding the products or services provided by the Company. A complaint may relate to, but is not limited to:

● Order execution.

● Technical problems or platform disruptions.

● Incorrect or misleading information about products or services.

● Errors in trade settlement.

● Misconduct by Company personnel.

● Security failures or loss of funds on the crypto asset exchange.

4. POLICY OBJECTIVE

The objective of this policy is to ensure that:
All complaints are handled efficiently and professionally.
Complaints are resolved fairly and in a timely manner.
Corrective measures are implemented to prevent similar issues in the future.
The Company maintains detailed records of all complaints to evaluate and improve service quality.

5. COMPLAINT SUBMISSION PROCEDURE

5.1. Submitting a Complaint

Clients may submit a complaint through the following channels:

● Email: complaints@bkquote.com

● Phone: +1 (758) 123-4567

● Web form: Through the complaint form available on our website (www.bkquote.com).

● Postal mail: The Sotheby Building, Rodney Village, Rodney Bay, Gros-Islet, Saint Lucia When submitting a complaint, the client must provide the following information:
Full name and account number.
Date and time of the incident.
Detailed description of the complaint, including the products or services involved. Supporting evidence or documentation (if available).

5.2. Complaint Acknowledgement

Once the Company receives the complaint:

● A written acknowledgment (by email) will be sent within 2 business days.

● A unique reference number will be assigned so that the client can track the status of the complaint.

5.3. Evaluation and Resolution

The Company will investigate the complaint objectively and fairly through the following steps:

Initial Investigation

○ We will review the information provided by the client.

○ We will consult relevant trading and operational records.

Technical or Commercial Assessment

○ If the complaint relates to order execution, we will review price data, latency, and market conditions.

○ If the complaint relates to crypto asset trading, we will review market conditions and blockchain network status. 3.

Resolution

○ A formal written response will be issued within 15 business days from the date the complaint was received.

○ If a resolution cannot be provided within this period, the client will be notified of the cause of the delay and provided with a new estimated resolution timeframe (which will not exceed 30 business days).

5.4. Complaint Escalation

If the client is not satisfied with the initial resolution, they may request further review by escalating the complaint to the Compliance Department through:

● Email: compliance@bkquote.com

● Phone: +1 (758) 123-4567 The Compliance Department will review the case and issue a final decision within a maximum of 30 business days.

6. RESOLUTION OF COMPLAINTS RELATED TO CRYPTO ASSETS

For complaints related to transactions on the crypto asset exchange, the following additional provisions apply:

● The Company will not be liable for losses resulting from:

○ Market volatility in cryptocurrency markets.

○ Technical issues related to blockchain networks.

○ Failures or congestion on the mining or validation network.

● If the complaint relates to a cryptocurrency trade incorrectly executed due to a technical error or platform failure, the Company will:

○ Partially refund losses if an error attributable to the Company is confirmed. ○ Cancel the trade or provide compensation equivalent to the market value at the time of the error.

7. MONITORING AND REVIEW

● The Company will maintain a detailed record of all complaints received, including the actions taken and the resolution reached.

● Information collected will be used to identify recurring patterns and improve internal procedures and service quality.

8. CONFIDENTIALITY

● All complaints will be treated with strict confidentiality.

● Information provided by the client will only be used for the purpose of investigating and resolving the complaint.

9. MODIFICATIONS AND UPDATES

● The Company reserves the right to update or modify this policy at any time to reflect changes in regulations or business practices.

● Changes will take effect on the date they are published on our website.

10. ACKNOWLEDGEMENT AND ACCEPTANCE

By opening an account and using the Company's services, you acknowledge and accept that you understand the procedures and principles set forth in this Client Complaints Policy.

11. FINAL PROVISIONS

● This policy forms part of the Terms and Conditions of Bkquote Global Market Limited.

● If any provision of this policy is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

● This policy is governed by the laws of Saint Lucia.

● Similar to a stop-loss order, but the stop level adjusts automatically based on favorable market movements.

● An order that must be fully executed immediately or automatically canceled.