{"id":3763,"date":"2025-11-03T14:06:00","date_gmt":"2025-11-03T14:06:00","guid":{"rendered":"https:\/\/alpinmarkets.com\/?page_id=3763"},"modified":"2026-05-22T10:55:29","modified_gmt":"2026-05-22T10:55:29","slug":"complaint-management","status":"publish","type":"page","link":"https:\/\/alpinmarkets.com\/ur\/complaint-management\/","title":{"rendered":"\u0634\u06a9\u0627\u06cc\u062a \u06a9\u0627 \u0627\u0646\u062a\u0638\u0627\u0645"},"content":{"rendered":"<div data-elementor-type=\"wp-page\" data-elementor-id=\"3763\" class=\"elementor elementor-3763\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c3d6e3b e-flex e-con-boxed e-con e-child\" data-id=\"c3d6e3b\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;gradient&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-b824edb e-con-full e-flex e-con e-child\" 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class=\"elementor-element elementor-element-9eaba33 elementor-invisible elementor-widget elementor-widget-image\" data-id=\"9eaba33\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;zoomIn&quot;,&quot;_animation_delay&quot;:400}\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"641\" height=\"469\" src=\"https:\/\/alpinmarkets.com\/wp-content\/uploads\/2025\/10\/header-6-e1761382283900.png\" class=\"attachment-large size-large wp-image-2932\" alt=\"\" srcset=\"https:\/\/alpinmarkets.com\/wp-content\/uploads\/2025\/10\/header-6-e1761382283900.png 641w, https:\/\/alpinmarkets.com\/wp-content\/uploads\/2025\/10\/header-6-e1761382283900-300x220.png 300w\" sizes=\"(max-width: 641px) 100vw, 641px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-81163a0 e-flex e-con-boxed e-con e-parent\" data-id=\"81163a0\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-0617c5d e-con-full e-flex e-con e-child\" data-id=\"0617c5d\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-df7eef8 elementor-widget elementor-widget-shortcode\" data-id=\"df7eef8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"shortcode.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-shortcode\">\t\t<div data-elementor-type=\"container\" data-elementor-id=\"3986\" class=\"elementor elementor-3986\" data-elementor-post-type=\"elementor_library\">\n\t\t\t\t<div class=\"elementor-element elementor-element-317b2198 e-con-full e-flex e-con e-child\" data-id=\"317b2198\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-2ac1e958 e-con-full e-flex e-con e-child\" data-id=\"2ac1e958\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2acbf2ff elementor-nav-menu--dropdown-none elementor-nav-menu__align-center elementor-widget elementor-widget-nav-menu\" data-id=\"2acbf2ff\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;layout&quot;:&quot;horizontal&quot;,&quot;submenu_icon&quot;:{&quot;value&quot;:&quot;&lt;svg aria-hidden=\\&quot;true\\&quot; class=\\&quot;e-font-icon-svg e-fas-caret-down\\&quot; viewBox=\\&quot;0 0 320 512\\&quot; xmlns=\\&quot;http:\\\/\\\/www.w3.org\\\/2000\\\/svg\\&quot;&gt;&lt;path d=\\&quot;M31.3 192h257.3c17.8 0 26.7 21.5 14.1 34.1L174.1 354.8c-7.8 7.8-20.5 7.8-28.3 0L17.2 226.1C4.6 213.5 13.5 192 31.3 192z\\&quot;&gt;&lt;\\\/path&gt;&lt;\\\/svg&gt;&quot;,&quot;library&quot;:&quot;fa-solid&quot;}}\" data-widget_type=\"nav-menu.default\">\n\t\t\t\t\t\t\t\t<nav aria-label=\"\u0645\u06cc\u0646\u0648\" class=\"elementor-nav-menu--main elementor-nav-menu__container elementor-nav-menu--layout-horizontal e--pointer-underline e--animation-fade\">\n\t\t\t\t<ul id=\"menu-1-2acbf2ff\" class=\"elementor-nav-menu\"><li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-4499\"><a href=\"https:\/\/alpinmarkets.com\/ur\/legal-documents\/\" class=\"elementor-item menu-link\">\u0642\u0627\u0646\u0648\u0646\u06cc \u062f\u0633\u062a\u0627\u0648\u06cc\u0632\u0627\u062a<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-3865\"><a href=\"https:\/\/alpinmarkets.com\/ur\/kyc-aml-policy\/\" class=\"elementor-item menu-link\">Kyc Aml Policy<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-3934\"><a href=\"https:\/\/alpinmarkets.com\/ur\/privacy-policy\/\" class=\"elementor-item menu-link\">\u0631\u0627\u0632\u062f\u0627\u0631\u06cc \u06a9\u06cc \u067e\u0627\u0644\u06cc\u0633\u06cc<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-3955\"><a href=\"https:\/\/alpinmarkets.com\/ur\/terms-and-conditions\/\" class=\"elementor-item menu-link\">Terms And Conditions<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-3863\"><a href=\"https:\/\/alpinmarkets.com\/ur\/order-executions-policy\/\" class=\"elementor-item menu-link\">Order Executions Policy<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-3933\"><a href=\"https:\/\/alpinmarkets.com\/ur\/risk-disclosures\/\" class=\"elementor-item menu-link\">\u062e\u0637\u0631\u06d2 \u06a9\u06d2 \u0627\u0646\u06a9\u0634\u0627\u0641\u0627\u062a<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-3864\"><a href=\"https:\/\/alpinmarkets.com\/ur\/complaint-management\/\" class=\"elementor-item menu-link\">\u0634\u06a9\u0627\u06cc\u062a \u06a9\u0627 \u0627\u0646\u062a\u0638\u0627\u0645<\/a><\/li>\n<\/ul>\t\t\t<\/nav>\n\t\t\t\t\t\t<nav class=\"elementor-nav-menu--dropdown elementor-nav-menu__container\" aria-hidden=\"true\">\n\t\t\t\t<ul id=\"menu-2-2acbf2ff\" class=\"elementor-nav-menu\"><li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-4499\"><a href=\"https:\/\/alpinmarkets.com\/ur\/legal-documents\/\" class=\"elementor-item menu-link\" tabindex=\"-1\">\u0642\u0627\u0646\u0648\u0646\u06cc \u062f\u0633\u062a\u0627\u0648\u06cc\u0632\u0627\u062a<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-3865\"><a href=\"https:\/\/alpinmarkets.com\/ur\/kyc-aml-policy\/\" class=\"elementor-item menu-link\" tabindex=\"-1\">Kyc Aml Policy<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-3934\"><a href=\"https:\/\/alpinmarkets.com\/ur\/privacy-policy\/\" class=\"elementor-item menu-link\" tabindex=\"-1\">\u0631\u0627\u0632\u062f\u0627\u0631\u06cc \u06a9\u06cc \u067e\u0627\u0644\u06cc\u0633\u06cc<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-3955\"><a href=\"https:\/\/alpinmarkets.com\/ur\/terms-and-conditions\/\" class=\"elementor-item menu-link\" tabindex=\"-1\">Terms And Conditions<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-3863\"><a href=\"https:\/\/alpinmarkets.com\/ur\/order-executions-policy\/\" class=\"elementor-item menu-link\" tabindex=\"-1\">Order Executions Policy<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-3933\"><a href=\"https:\/\/alpinmarkets.com\/ur\/risk-disclosures\/\" class=\"elementor-item menu-link\" tabindex=\"-1\">\u062e\u0637\u0631\u06d2 \u06a9\u06d2 \u0627\u0646\u06a9\u0634\u0627\u0641\u0627\u062a<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-3864\"><a href=\"https:\/\/alpinmarkets.com\/ur\/complaint-management\/\" class=\"elementor-item menu-link\" tabindex=\"-1\">\u0634\u06a9\u0627\u06cc\u062a \u06a9\u0627 \u0627\u0646\u062a\u0638\u0627\u0645<\/a><\/li>\n<\/ul>\t\t\t<\/nav>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f33c4ce elementor-widget elementor-widget-text-editor\" data-id=\"f33c4ce\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p><strong>\u0627\u0644\u067e\u06cc\u0646 \u0645\u0627\u0631\u06a9\u06cc\u0679\u0633 \u0644\u0645\u06cc\u0679\u0688<\/strong> maintains effective and transparent procedures for the reasonable and prompt handling of complaints\/grievances received from Clients and keeps records of each complaint\/grievance as well as the actions are taken to remedy took the situation.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fe47c01 elementor-widget elementor-widget-heading\" data-id=\"fe47c01\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">1. DEFINITION<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3567ee7 elementor-widget elementor-widget-text-editor\" data-id=\"3567ee7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>A complaint\/grievance is an expression of dissatisfaction regarding the investment and\/or ancillary services provided to the Clients by the Company.<\/p><p>The complaints\/grievances must be directed by the Client to the Company\u2019s Compliance Department by filling out the relevant information on the contact us form (<a href=\"\/ur\/contact-us\/\">\u06c1\u0645 \u0633\u06d2 \u0631\u0627\u0628\u0637\u06c1 \u06a9\u0631\u06cc\u06ba\u06d4<\/a>) and\/or submit to the Company by email: <a href=\"mailto:admin@alpinmarkets.com\">support@alpinmarkets.com<\/a><\/p><p>In case the Company receives a notice through the line of communication established by the Company to receive complaints, but which does not fall within the definition of \u2018complaint\u2019 above and can be characterized as an enquiry; this shall be categorized as an enquiry rather than a complaint and will be forwarded to the relevant department to be handled accordingly. The complainant maintains the right to request for the re-classification of his enquiry as a complaint.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-62eadf5 elementor-widget elementor-widget-heading\" data-id=\"62eadf5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">2. PROCEDURE<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3d5f4ed elementor-widget elementor-widget-text-editor\" data-id=\"3d5f4ed\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>The Compliance Department shall efficiently handle any complaint\/grievance received by the Clients. In case the complaint\/grievance involves the Compliance Department, the complaint\/grievance shall be handled by the Management.<\/p><p>Further to the above, the Compliance Department shall follow the procedure depicted below when handling Client complaints\/grievances:<\/p><ol><li>Once the Client files a complaint, an electronic acknowledgement of receipt will be sent to the email address of the Client to ensure that the Company has received the complaint and is currently working on a resolution. The Company should also provide to the Client via this email a reference number (ticket number) of the complaint for future reference.<\/li><li>The Company upon examining the complaint\/grievance and upon reaching a decision in this respect, shall reply to the Client with the remedial actions to be taken or provide further clarifications, and the reasoning behind the Company\u2019s decision, as applicable.<\/li><li>\u00a0The Company shall reply to the said complaint\/grievance (depicting also the remedial measures or clarifications furnished to the complainant).<\/li><\/ol><p>The Company shall document and keep in its records the following information:<\/p><ul><li>The identity of the Client who filed the complaint\/grievance;<\/li><li>The date of receipt of complaint\/enquiry\/grievance;<\/li><li>The subject and full description of the complaint\/enquiry\/grievance;<\/li><li>The remedial action taken and\/or further clarifications provided to the Client.<\/li><\/ul><p>The Compliance Department shall make every effort to resolve the complaint\/grievance within seven (7) business days. When deemed necessary, the Compliance Department shall submit to the Management the aforementioned details, for further investigation. In this case, the Company might take additional time to finalize the reply and therefore it shall duly notify the complainant about the causes of the delay and indicate when the Company\u2019s investigation is likely to be completed<\/p><p>The Management shall investigate further and coordinate with relevant personnel of the Company to attend to the subject of the complaint\/grievance. A final response or a holding response will be sent to the complainant explaining the findings of the investigation. Where a holding response is warranted, the Company shall state the reasons why it has not been able to resolve the complaint\/grievance and provide an indication of the time needed to resolve the issue.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ac0783e elementor-widget elementor-widget-heading\" data-id=\"ac0783e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">3. REPORTING AND RECORD KEEPING<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0be3f13 elementor-widget elementor-widget-text-editor\" data-id=\"0be3f13\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>All decisions related to Clients\u2019 complaints\/grievances shall be communicated to Clients in writing and copies shall be retained by the Compliance Department.<\/p><p>In case the Company receives a notice through the line of communication established by the Company to receive complaints, but which does not fall within the definition of \u2018complaint\u2019 above and can be characterized as an enquiry; this shall be categorized as an enquiry rather than a complaint and will be forwarded to the relevant department to be handled accordingly. The complainant maintains the right to request for the re-classification of his enquiry as a complaint.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3d00910 elementor-widget elementor-widget-heading\" data-id=\"3d00910\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">4. COMPLAINTS<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-07e68ec elementor-widget elementor-widget-text-editor\" data-id=\"07e68ec\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Please leave your complaints here. <a href=\"#\">\u0634\u06a9\u0627\u06cc\u0627\u062a<\/a><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>Complaint Management ALPIN MARKETS LTD maintains effective and transparent procedures for the reasonable and prompt handling of complaints\/grievances received from [&hellip;]<\/p>\n","protected":false},"author":8,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"site-sidebar-layout":"no-sidebar","site-content-layout":"","ast-site-content-layout":"full-width-container","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"disabled","ast-breadcrumbs-content":"","ast-featured-img":"disabled","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"class_list":["post-3763","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/alpinmarkets.com\/ur\/wp-json\/wp\/v2\/pages\/3763","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/alpinmarkets.com\/ur\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/alpinmarkets.com\/ur\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/alpinmarkets.com\/ur\/wp-json\/wp\/v2\/users\/8"}],"replies":[{"embeddable":true,"href":"https:\/\/alpinmarkets.com\/ur\/wp-json\/wp\/v2\/comments?post=3763"}],"version-history":[{"count":34,"href":"https:\/\/alpinmarkets.com\/ur\/wp-json\/wp\/v2\/pages\/3763\/revisions"}],"predecessor-version":[{"id":10143,"href":"https:\/\/alpinmarkets.com\/ur\/wp-json\/wp\/v2\/pages\/3763\/revisions\/10143"}],"wp:attachment":[{"href":"https:\/\/alpinmarkets.com\/ur\/wp-json\/wp\/v2\/media?parent=3763"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}