iPrime places the highest value on its relationship with its customers; however we accept that from time to time clients may experience disappointment. Integrity is one of our founding values, and as traders ourselves, our goal is to provide the level of service we would expect to receive. This is why the iPrime team is committed to providing an environment where customers are treated with scrupulous fairness.
In the first instance, you should discuss your dispute with your normal iPrime contact. If that person is unable to resolve the matter to your satisfaction, you should direct your complaint to the attention of the Head of Client Support, giving as much information as possible regarding the circumstances that have given rise to the dispute.
iPrime will acknowledge receipt of your complaint & include it in the monthly Director’s reports. We will initiate an impartial and thorough review of the circumstances your case, carefully considering all the information at our disposal, to reach a conclusion as to whether your complaint can be upheld, and whether we have met our contractual and other obligations. Once this has been done, we will issue our Final Response. Where doubt remains we may, at our sole discretion, offer a compromise solution to settle your complaint as a gesture of goodwill that should in no circumstances be considered either an admission of liability or a precedent.
We understand the urgency of dispute resolution in fast-paced markets, and will treat your complaint accordingly. In most cases we would expect to handle your query within one business day, although complex disputes may of course take proportionately longer. If we are unable to provide you with our Final Response within 4 weeks from the date of your initial complaint we will write to you to explain why.
Whilst we accept that complaints are very personal and can therefore be very emotive, it is essential to present the facts as professionally as possible. iPrime reserve the right to dismiss without consideration any complaints that are simply abusive or contain offensive language.