We are committed to maintaining the high standards of service and integrity in the operation of our Multilateral Trading Facilities (“MTFs”). We take all complaints seriously and aim to resolve them promptly, fairly, and transparently. This policy outlines how Subscribers to the MTF, and other stakeholders, can raise a complaint and how it will be handled.
What is a Complaint?
A complaint is any expression of dissatisfaction, whether oral or written, relating to the provision of our services, the operation of our trading venue, or the conduct of our staff.
How to Submit a Complaint
Complaints may be submitted at any time using the following contact details: Email: compliance_europe@onechronos.com
Address:
- In the UK, OneChronos Markets UK Limited, Attn: Compliance, Suite 1805, 100 Bishopsgate, London, EC2N 4AG.
- In the Netherlands, OneChronos Markets NL B.V, Attn: Compliance, Strawinskylaan 357 1077 XX, Amsterdam.
To help us investigate efficiently, please include:
- Your name and contact details
- Your firm name (if applicable)
- A description of the issue
- Relevant dates, transactions, or reference numbers
- Any supporting documentation
Complaint Handling Process
Acknowledgement
We will acknowledge receipt of your complaint promptly, typically in writing and within five (5) business days of receipt (or as soon as reasonably practicable) and provide the name and contact details of the person handling it.
Investigation
Your complaint will be assessed impartially by appropriately trained personnel. Where necessary, we may request additional information to support our investigation.
Response
We aim to provide a final response as soon as possible. In most cases, this will be within 15 business days of receipt of the complaint If we are unable to respond within this timeframe, we will inform you of the delay and provide an expected timeline for resolution.
Outcome
Our final response will: Summarise our understanding of the complaint Outline the outcome of our investigation Explain any remedial actions taken (if applicable)
Escalation
If you are not satisfied with our response, you may have the right to refer your complaint to the relevant regulatory authority or dispute resolution body.
| United Kingdom | European Union |
|---|---|
| For complaints relating to our UK MTF, you may be able to refer your complaint to the Financial Ombudsman Service (FOS), where applicable. | For complaints relating to our EU MTF, you may have the right to refer your complaint to the relevant national competent authority or an alternative dispute resolution body in your jurisdiction. |
Regulatory Reporting
We maintain records of all complaints in accordance with applicable regulatory requirements under MiFID II and associated rules. Complaints data may be reported to relevant regulators, including the UK Financial Conduct Authority and EU national competent authorities.
Confidentiality and Data Protection
All complaints will be handled confidentially and in accordance with applicable data protection laws, including the UK GDPR and EU GDPR. Personal data will be used solely for the purpose of investigating and resolving the complaint.
Continuous Improvement
We analyse complaints to identify trends and improve our systems, controls, and service delivery.