FICRS

Financial Information and Complaint Resolution System

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Customer Complaint Procedure

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Customer Complaint Procedure

Our first commitment is to provide always superior services to our clients and we think that keeping customers happy keeps them coming back. 

This is the reason why for Marketiva is very important to deal with any expression of dissatisfaction about any financial service or activity provided by our Company.

Thanks to our Complaint procedure, Marketiva’s customers are able to submit their complaints:

  • through an online form on our self-regulatory website
  • by e-mail to This e-mail address is being protected from spambots. You need JavaScript enabled to view it
  • by letter to:

Marketiva MM DOO
Bulevar lvana Crnojevića 107
Podgorica, 81000
Montenegro

To help us investigate and resolve the complaint the customer needs to provide us with certain information as follows:

  • Name and surname
  • Account number/username
  • A detailed description of the complaint

Each complaint will be handled by the Compliance officer within 2 weeks unless in cases where we are aware of a possible conflict of interest. In these cases, the complaint will be forwarded to Coordinators.

We aim to resolve the complaints as quickly as possible. If we are unable to do so we will contact the complainant to explain why we cannot resolve it yet and when we expect to have an answer for him.

Within 2 weeks of receipt Marketiva will send a response to the complainant. If the customer is still dissatisfied and rejects the resolution of the complaint, he will be able to contact us again within 2 months.

If a response from the customer is not received within this deadline, Marketiva will consider the complaint closed, otherwise the Compliance officer will continue the investigation in order to provide to the customer a satisfactory Final response.

If the customer is still dissatisfied after Marketiva’s final response, he will be able to address his claim to the competent authorities for further investigation if deemed to be appropriate.

The main points on how complaints will be handled, accordingly to the Complaint Procedure, are:

  1. The customer files the complaint through our online form, by e-mail or letter
  2. Marketiva receives the complaint and prepares a response within 2 weeks
  3. 2 possibilities
    • The customer accepts the response and the complaint is resolved
    • The customer rejects the response.
      In this case, the customer has to contact Marketiva within 2 months of receipt of Marketiva’s response
  4. Marketiva receives the customer’s response and prepares a Final response
  5. 2 possibilities
    • The customer accepts the Final response and the complaint is resolved
    • The customer is still dissatisfied from Marketiva’s Final response and he has the option to address his problem to the competent authorities.