Dispute Resolution Policy
1. Introduction
This Dispute Resolution Policy outlines the procedures for addressing and resolving
disputes between clients and Decode Global Limited ("the Company"). The goal of this
policy is to ensure that all disputes are handled fairly, efficiently, and in accordance with
regulatory requirements. Decode Global Limited encourages individuals to resolve any
issues or concerns they may have at the earliest opportunity.
2. Purpose
This policy provides guidance through which clients can resolve any issues or concerns
they have regarding trading. This policy forms part of Decode Global Limited’s
commitment to establish an effective complaint handling and dispute resolution system
that meets the expectations of the Group, its customers and its regulatory obligations.
This is to ensure that disputes are handled genuinely, fairly, promptly and consistently
and the financial services offered to the public by the Group are provided efficiently,
honestly and fairly.
3. Dispute Resolution Process
Decode Global Limited accepts all complaints made orally or in writing, formally or
informally. Irrespective of the method by which a complaint is made, complaints are
expected to be treated in accordance with this dispute policy.
Any employee of Decode Global Limited who receives a complaint must promptly
ensure that the matter is referred to the appropriate Complaint and Dispute Resolution
Officer (CDR Officer). The CDR Officer must ensure that all complainants are assisted,
clearly state their concerns and provide as much information as possible in relation to
their complaint so that they may receive a fair hearing. This assists Decode Global
Limited in properly investigating the complaints made and achieving longer term
objectives of preventing future complaints and protecting Decode Global Limited’s
reputation.
Step 1: Receiving complaints
• Clients should first attempt to resolve their concerns informally by contacting the
Company's Customer Support chat on the website (https://decodeex.com).
• The purpose of a customer support chatbot is to provide efficient, real-time
assistance to customers by automating responses to frequently asked questions,
guiding users through processes, and resolving common issues.
• If the customer support chatbot is unable to resolve the issues, complainants will
be directed to send their concerns to either email( account.va@decode
group.com) or hotline (+65 8510 1343).
• The written complaint should include the client’s full name, account number, a
detailed description of the issue, and any relevant supporting documentation.
• The complaint must be acknowledged promptly or as soon as practicable. The
complainant must also be provided with an estimated time for resolution of the
complaint.
Step 2: Internal Review
Every reasonable effort should be made to investigate all the relevant circumstances
and information surrounding a complaint. The level of investigation should be carried
out with the seriousness, frequency of occurrence and severity of the complaint. Any
response made to the complainant should be made once a sufficient and appropriate
investigation into the complaint's circumstances has been conducted to ensure a fair
assessment can be made.
• The Compliance Department will conduct a thorough review of the complaint,
which may involve collecting additional information or documentation from the
client.
• Decode Global Limited will aim to resolve the complaint within 24 hours of
receiving the formal complaint. If additional time is required, the client will be
informed of the delay and the expected timeframe for resolution.
Step 3: Resolution and Response
• Upon internal review completion, the Compliance Department will provide a
written response to the client, detailing the review's outcome and any proposed
resolution.
• If the client accepts the proposed resolution, the issue will be considered
resolved.
4. Escalation of Unresolved Disputes
Step 4: Mediation
• If the client is not satisfied with the resolution provided by the Compliance
Department, they may request mediation by an independent third party.
• The mediation process will be conducted in accordance with the rules of a
recognized mediation service provider, and both parties must agree to participate
in good faith.
Step 5: Arbitration
• If mediation does not result in a satisfactory resolution, the dispute may be
escalated to binding arbitration, as governed by the rules of a recognized
arbitration body.
• The decision of the arbitrator will be final and binding on both parties.
5. Confidentiality
• All dispute resolution proceedings, including mediation and arbitration, are to be
conducted in strict confidentiality.
• Decode Global Limited and the client agree not to disclose any information
related to the dispute or the resolution process to any third party, except as
required by law.
6. Governing Law
• This Dispute Resolution Policy is governed by and construed in accordance with
the laws of [Vanuatu]. Any disputes arising under this policy shall be subject to
the exclusive jurisdiction of the courts in [Vanuatu].
Dispute Policy
