{"id":3947,"date":"2025-07-11T12:40:16","date_gmt":"2025-07-11T12:40:16","guid":{"rendered":"https:\/\/stronglaunch.in\/sites\/cmsprime\/?page_id=3947"},"modified":"2025-11-10T10:04:44","modified_gmt":"2025-11-10T10:04:44","slug":"complaints-handling-procedure","status":"publish","type":"page","link":"https:\/\/cmsprime.com\/fa\/complaints-handling-procedure\/","title":{"rendered":"Complaints Handling Procedure"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"3947\" class=\"elementor elementor-3947\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f8ce68d e-con-full e-flex e-con e-child\" data-id=\"f8ce68d\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-c942c34 e-flex e-con-boxed e-con e-child\" data-id=\"c942c34\" 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-19d41e5 e-con-full e-flex e-con e-child\" data-id=\"19d41e5\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-02ee61a elementor-widget-tablet__width-initial elementor-widget-mobile__width-inherit elementor-widget elementor-widget-heading\" data-id=\"02ee61a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Complaints Handling Procedure<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-edd49de elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"edd49de\" 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>For your security and comprehensive understanding, it is strongly advised to carefully review the legal documents provided before proceeding with any account-related activities or transactions.<\/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>\n\t\t<div class=\"elementor-element elementor-element-1c87cc7 e-con-full e-flex e-con e-parent\" data-id=\"1c87cc7\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-5a444cc c_inner e-flex e-con-boxed e-con e-child\" data-id=\"5a444cc\" 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-6af1485 e-con-full e-flex e-con e-child\" data-id=\"6af1485\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-6a2680b e-flex e-con-boxed e-con e-child\" data-id=\"6a2680b\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1ecd784 elementor-widget elementor-widget-html\" data-id=\"1ecd784\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t\t\n<p>The Complaints Handling Procedure sets out the processes employed when dealing with complaints received by clients.<\/p>\n\n<p><b>a. Definition of a Complaint<\/b><\/p>\n<p>A complaint is an expression of dissatisfaction by a client regarding the provision of investment and\/or services provided by CMS Prime.<\/p>\n\n<p><b>b. A complaint shall include:<\/b><\/p>\n<ul>\n    <li>The client's name and surname;<\/li>\n    <li>The client's trading account number;<\/li>\n    <li>The affected transaction numbers, if applicable;<\/li>\n    <li>The date and time that the issue arose; and<\/li>\n    <li>A description of the issue.<\/li>\n<\/ul>\n\n<p><b>c. A complaint must not include:<\/b><\/p>\n<ul>\n    <li>Offensive language directed either to CMS Prime or a CMS Prime employee.<\/li>\n<\/ul>\n\n<p><b>d. Complaint handling Procedure:<\/b><\/p>\n<p>All complaints must be in writing and shall be addressed, in the first instance, to the Customer Support Department (support@cmsprime.com). If the client receives a response from the Customer Support Department but deems that the complaint needs to be raised further the client may either ask the Customer Support Department to escalate it to the Compliance Department or directly contact the Compliance Department, which will independently and impartially investigate it.<\/p>\n\n<p>Both the Customer Support Department and the Compliance Department shall thoroughly examine any complaints as required (taking into account any information contained within the books and records of the Firm, including but not limited to the client's trading account journal) and reach a fair outcome.<\/p>\n\n<p>Both the Customer Support Department and the Compliance Department shall: (i) send an initial response to the client within three business days, (ii) resolve complaints as soon as reasonably practicable and (iii) inform the client accordingly.<\/p>\n\n<p>CMS Prime is obliged to handle and resolve all complaints and all complaints shall be treated confidentially.<\/p>\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-fb51219 e-con-full e-flex e-con e-child\" data-id=\"fb51219\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a3603c8 elementor-view-default elementor-position-block-start elementor-mobile-position-block-start elementor-widget elementor-widget-icon-box\" data-id=\"a3603c8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-box.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-box-wrapper\">\n\n\t\t\t\t\t\t<div class=\"elementor-icon-box-icon\">\n\t\t\t\t<a href=\"https:\/\/cmsprime.com\/fa\/cms\/doc\/cms-compliants-handling.pdf\" target=\"_blank\" class=\"elementor-icon\" tabindex=\"-1\" aria-label=\"Complaints Handling Procedure\">\n\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"45\" height=\"46\" viewBox=\"0 0 45 46\" fill=\"none\"><g clip-path=\"url(#clip0_705_2970)\"><path d=\"M26.25 6.125V13.625C26.25 14.1223 26.4475 14.5992 26.7992 14.9508C27.1508 15.3025 27.6277 15.5 28.125 15.5H35.625\" stroke=\"black\" stroke-width=\"3.5\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path><path d=\"M9.375 23V9.875C9.375 8.88044 9.77009 7.92661 10.4733 7.22335C11.1766 6.52009 12.1304 6.125 13.125 6.125H26.25L35.625 15.5V23\" stroke=\"black\" stroke-width=\"3.5\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path><path d=\"M9.375 34.25H12.1875C12.9334 34.25 13.6488 33.9537 14.1762 33.4262C14.7037 32.8988 15 32.1834 15 31.4375C15 30.6916 14.7037 29.9762 14.1762 29.4488C13.6488 28.9213 12.9334 28.625 12.1875 28.625H9.375V39.875\" stroke=\"black\" stroke-width=\"3.5\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path><path d=\"M31.875 34.25H35.625\" stroke=\"black\" stroke-width=\"3.5\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path><path d=\"M37.5 28.625H31.875V39.875\" stroke=\"black\" stroke-width=\"3.5\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path><path d=\"M20.625 28.625V39.875H22.5C23.4946 39.875 24.4484 39.4799 25.1516 38.7766C25.8549 38.0734 26.25 37.1196 26.25 36.125V32.375C26.25 31.3804 25.8549 30.4266 25.1516 29.7234C24.4484 29.0201 23.4946 28.625 22.5 28.625H20.625Z\" stroke=\"black\" stroke-width=\"3.5\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path><\/g><defs><clipPath id=\"clip0_705_2970\"><rect width=\"45\" height=\"45\" fill=\"white\" transform=\"translate(0 0.5)\"><\/rect><\/clipPath><\/defs><\/svg>\t\t\t\t<\/a>\n\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t<div class=\"elementor-icon-box-content\">\n\n\t\t\t\t\t\t\t\t\t<h3 class=\"elementor-icon-box-title\">\n\t\t\t\t\t\t<a href=\"https:\/\/cmsprime.com\/fa\/cms\/doc\/cms-compliants-handling.pdf\" target=\"_blank\" >\n\t\t\t\t\t\t\tComplaints Handling Procedure\t\t\t\t\t\t<\/a>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\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-3a5addc e-con-full elementor-hidden-widescreen elementor-hidden-desktop elementor-hidden-laptop elementor-hidden-tablet_extra elementor-hidden-tablet elementor-hidden-mobile_extra elementor-hidden-mobile e-flex e-con e-child\" data-id=\"3a5addc\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c90712b elementor-align-left elementor-widget__width-auto elementor-mobile-align-justify elementor-widget elementor-widget-button\" data-id=\"c90712b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"#\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Create Demo Account<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7a22b71 elementor-align-left elementor-mobile-align-justify btn-gr elementor-widget elementor-widget-button\" data-id=\"7a22b71\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"#\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Create Live Account<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\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>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>For your security and comprehensive understanding, it is strongly advised to carefully review the legal documents provided before proceeding with any account-related activities or transactions. The Complaints Handling Procedure sets out the processes employed when dealing with complaints received by clients. a. Definition of a Complaint A complaint is an expression of dissatisfaction by a [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-3947","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.9 (Yoast SEO v28.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Complaints Handling Procedure - CMSPRIME<\/title>\n<meta name=\"description\" content=\"CMS Prime\u2019s complaints handling procedure: what counts as a complaint, what to include in it, and how complaints are submitted, escalated and reviewed.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/cmsprime.com\/fa\/complaints-handling-procedure\/\" \/>\n<meta property=\"og:locale\" content=\"fa_IR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Complaints Handling Procedure\" \/>\n<meta property=\"og:description\" content=\"CMS Prime\u2019s complaints handling procedure: what counts as a complaint, what to include in it, and how complaints are submitted, escalated and reviewed.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/cmsprime.com\/fa\/complaints-handling-procedure\/\" \/>\n<meta property=\"og:site_name\" content=\"CMSPRIME\" \/>\n<meta property=\"article:modified_time\" content=\"2025-11-10T10:04:44+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"\u0632\u0645\u0627\u0646 \u062a\u0642\u0631\u06cc\u0628\u06cc \u0628\u0631\u0627\u06cc \u062e\u0648\u0627\u0646\u062f\u0646\" \/>\n\t<meta name=\"twitter:data1\" content=\"2 \u062f\u0642\u06cc\u0642\u0647\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/cmsprime.com\\\/fa\\\/complaints-handling-procedure\\\/\",\"url\":\"https:\\\/\\\/cmsprime.com\\\/fa\\\/complaints-handling-procedure\\\/\",\"name\":\"Complaints Handling Procedure - 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