Alvexo is owned and operated by VPR Safe Financial Group Limited a Cyprus Investment Firm (CIF) supervised and
regulated by the Cyprus Securities and Exchange Commission (CySEC) with CIF license number 236/14 and company
registration number HE 322134, located at 1, Agias Fylaxeos Street,3025 Limassol, Cyprus.
KPMG Center,
1, Agias Fylaxeos Street,
3025 Limassol, Cyprus
COMPLAINTS HANDLING POLICY
2022
Name of CIF…................................
: VPR Safe Financial Group Limited
CySEC License Number...……..….
: 236/14
CIF Address……………….............
: 1, Agias Fylaxeos Street,3025 Limassol, Cyprus
CIF Contact Person & Capacity.......
: Compliance Officer
CIF Contact Details………………..
+357 25 030 482
Version: 4
Created: February 2018
Updated: September 2022
Alvexo is owned and operated by VPR Safe Financial Group Limited a Cyprus Investment Firm (CIF) supervised and
regulated by the Cyprus Securities and Exchange Commission (CySEC) with CIF license number 236/14 and company
registration number HE 322134, located at 1, Agias Fylaxeos Street,3025 Limassol, Cyprus.
KPMG Center,
1, Agias Fylaxeos Street,
3025 Limassol, Cyprus
COMPLAINTS HANDLING POLICY
Alvexo.eu is owned and operated by VPR Safe Financial Group Limited (the Company),
supervised and regulated by the Cyprus Securities and Exchange Commission (CySEC) with
license number 236/14 and company registration number HE 322134, located at 1, Agias
Fylaxeos Street, 3025 Limassol, Cyprus.
We have adopted this Complaints Procedure in order to ensure a fair and quick process
for handling complaints that may arise from our relationship.
“Complaint”- shall mean an expression of dissatisfaction by a Client or potential client
regarding the provision of investment and/ or ancillary services provided to him/her by
Alvexo. Only a duly completed, submitted Complaint Form accompanied by adequate
supporting evidence (as necessary) will be recorded as a Complaint by the Company and
will be handled as such.
1. Submitting your Complaint
You may submit your complaint in writing and addressed to the Compliance Function of
the Company who is authorised to handle and investigate complaints that may be
submitted to them.
Kindly complete the Complaints Handling Form available on alvexo.eu website under the
Legal Documents section and submit it in any of the following ways:
1.1 By sending by post or delivering in person the Complaints Handling Form at the
following address: 1, Agias Fylaxeos street, 3025 Limassol, Cyprus.
1.2 By submitting the Complaints Handling Form electronically at the following email
addresses: compliance@alvexo.eu
2. Acknowledging your Complaint
Upon receipt of a duly completed Complaint Form, we will acknowledge receipt of your
complaint within five (5) business days from the receipt of your complaint and provide
you the unique reference number of your complaint. The unique reference number
should be used in all your future contact with the Company, the Financial Ombudsman
and/or CySEC regarding the specific complaint.
Alvexo is owned and operated by VPR Safe Financial Group Limited a Cyprus Investment Firm (CIF) supervised and
regulated by the Cyprus Securities and Exchange Commission (CySEC) with CIF license number 236/14 and company
registration number HE 322134, located at 1, Agias Fylaxeos Street,3025 Limassol, Cyprus.
KPMG Center,
1, Agias Fylaxeos Street,
3025 Limassol, Cyprus
3. Handling of your Complaint
Once we acknowledge receipt of your complaint we will review it carefully, investigate the
circumstances surrounding your complaint and will try to resolve it without undue delay.
We shall make every effort to investigate your complaint and provide you with the
outcome of our investigation within two (2) months from the date you have submitted
your complaint to us. During the investigation process will keep you updated of the
handling process of your complaint. One of our officers may contact you directly
(including communication by email or phone) in order to obtain further clarifications and
information relating to your complaint. We will require your full cooperation in order to
expedite the investigation and possible resolution of your complaint.
In the event that your complaint requires further investigation, and we cannot resolve it
within two (2) months, we will issue a holding response in writing or other durable
medium. When a holding response is sent, it will indicate the causes of the delay and
when the Company’s investigation is likely to be completed. In any event, we shall provide
you with the outcome of our investigation no later than one (1) month from the issuing of
the holding response, depending on the complexity of the case and your cooperation.
4. Final Decision
Once a Complaint’s investigation is completed, a Final Response shall be issued to the
complainant with the investigation’s outcome(s) together with any required explanations
and any remedy measures the Company intends to take.
A Final Response is a written response from the Company which either:
(a) accepts the Complaint and, if appropriate, offers redress (appropriate redress may not
involve financial redress, it may, for example, simply involve an apology) in accordance to
the Company’s policy to resolve Complaints in amicable and good business terms;
(b) offers redress without accepting the Complaint, as a gesture of goodwill and in
accordance to the Company’s policy to resolve Complaints in amicable and good business
terms; or
(c) rejects the Complaint and gives reasons for doing so. Further clarifications on the Final
Response may be provided following the complainant’s subsequent communication with
the Company.
A Complaint will be deemed as resolved or settled where the Company has sent in writing
a Final Response and/or further clarifications on the Final Response to the complainant.
Alvexo is owned and operated by VPR Safe Financial Group Limited a Cyprus Investment Firm (CIF) supervised and
regulated by the Cyprus Securities and Exchange Commission (CySEC) with CIF license number 236/14 and company
registration number HE 322134, located at 1, Agias Fylaxeos Street,3025 Limassol, Cyprus.
KPMG Center,
1, Agias Fylaxeos Street,
3025 Limassol, Cyprus
A. Contact Details of the Financial Ombudsman of the Republic of Cyprus:
Website: http://www.financialombudsman.gov.cy
Email: complaints@financialombudsman.gov.cy
Postal Address: P.O. BOX: 25735, 1311 Nicosia, Cyprus
Telephone: +357 22 848900
Fax: +357 22 660 584, +357 22 660 118
If you are not satisfied with the Company’s final decision you may check with the office of
the Financial Ombudsman of the Republic of Cyprus in case you are eligible to file a
complaint with them and seek mediation for possible compensation. It is important that
you contact the Financial Ombudsman of the Republic of Cyprus within four (4) months of
receiving a final response from the Company otherwise the Financial Ombudsman of the
Republic of Cyprus may not be able to deal with your complaint.
In the unlikely event that the Company was unable to provide you with a final response
within the three (3) month time period specified above you may again contact the office
of the Financial Ombudsman of the Republic of Cyprus no later than four (4) months after
the date when we ought to have provided you with our final decision.
B. Contact Details of CySEC:
Website: http://www.cysec.gov.cy
General email: info@cysec.gov.cy
Postal Address: P.O. BOX 24996, 1306 Nicosia, Cyprus
Telephone: +357 22 506 600
Fax: +357 22 506 700
You may maintain your complaint with the CySEC. However please note that CySEC does
not have restitution powers and therefore does not investigate individual complaints.
It is understood that your right to take legal action remains unaffected by the existence or
use of any complaints’ procedures referred to above.
