At IS6FX, we are committed to providing our clients with exceptional service and ensuring that any concerns or issues are addressed swiftly and fairly. This Complaints Handling Procedure outlines the steps we follow when a client raises a complaint, ensuring transparency and efficiency in resolving any grievances.

The objective of this procedure is to establish a standardized method for receiving, handling, and resolving complaints. Our aim is to ensure that any dissatisfaction is handled professionally, efficiently, and fairly, while maintaining confidentiality throughout the process.

A complaint is any expression of dissatisfaction by a client regarding the provision of our services, whether relating to trading issues, customer service, or any other aspect of IS6FX operations. A client may be a natural person or a legal entity. The complaint must include specific details as outlined in section 4 to be addressed adequately.

To ensure the efficient handling of complaints, we require the following details:

• Full name of the complainant.
• IS6FX account number.
• Transaction details (if applicable).
• Date when the issue occurred.
• Detailed description of the issue.
• Any additional documents or information that may help in the investigation.

Complaints that contain inappropriate or abusive language will not be processed.

Clients are encouraged to submit their complaints in writing through the following methods:

• Email: Send a detailed email to the support department at support@is6.com for general complaints.
• Contact Form: Utilize the contact form on our website, specifying the complaint category and details.

After receiving a complaint, we will acknowledge it by sending a confirmation email within 5 business days.

1. Initial Review
Once a complaint is received, it is logged into our complaints register and assigned to a dedicated member of the team for review.

2. Investigation
The relevant department will conduct a thorough investigation, which may involve reviewing the complainant's trading history and consulting relevant records.Updates to this policy will be reflected on the IS6FX website. Clients are encouraged to review the latest version to stay informed of any material changes.

3. Response Time
A response will be provided within ten (10) business days. If the issue is complex and requires further investigation, we will issue an interim response explaining the need for additional time and providing an estimated timeline for resolution.

4. Final Decision
A formal response will be provided within two (2) months, detailing the outcome of the investigation and any actions taken to resolve the issue.

If a client is unsatisfied with the resolution provided, they may request an independent review by our Client Relations Team. This request must be made within 30 days of receiving our initial response. The Client Relations Team will conduct a separate, impartial investigation and provide a final decision within one (1) month.

All complaints are treated with the highest level of confidentiality. Client information is only shared internally with relevant departments involved in resolving the complaint, ensuring privacy and protection of personal data.

IS6FX maintains a comprehensive complaints register where all complaints are documented, including the following information:

• Date of the complaint.
• Account details of the complainant.
• Summary of the issue.
• Actions taken and response times.
• Final resolution.

These records are retained for a period of five (5) years and are available for regulatory inspection if required.

For any complaints or inquiries, clients can reach us through the following channels:

• Customer Support: support@is6.com