Library > Complaints procedure

Complaints Procedure

Updated May 2022

1. Objective

This document is drafted for the purpose of outlining the procedures that will be implemented by employees of Exfor Limited. Company Nr. LL17698 in relation to addressing and resolving complaints of сlients in a fast and effective manner.

2. Submission

A complaint must be made in written form and submitted to the Company’s attention via e-mail specified on the website. A complaint must be written in a clear and understandable manner in order to be processed. The Client shall not use inappropriate offensive language, the email should be in English, otherwise the Company may take longer to reply subject to translation requirements.

The following information must be submitted together with a complaint:

  • Account number;

  • Full name and surname;

  • Details of the problem/issue;

  • Affected transaction number (if applicable);

  • Date and time of subject issue.

3. Addressing and handling

The Company has outlined the following set of rules that will be followed by responsible employees in order to ensure timely, effective and appropriate measures to be implemented in relation to specific issues:

  • After the Client has lodged a complaint, he/she will be contacted by a responsible employee within 48 hours after receipt of the complaint;

  • Details of the complaint must be recorded as soon as it is received from the Client;

  • Responsible employee shall take all appropriate measures to investigate, address and resolve the complaint;

  • After the investigation is concluded, the responsible employee shall inform the Client about the outcome, and explain in clear and understandable way further instructions/steps that will be undertaken in order to resolve the issues and maximally prevent occurrence of such in future.

4. Contact details

Client complaints can be directed to:

Address: Attn: Exfor Limited, Unit B, Lot 49, 1st Floor, Block F, Lazenda Warehouse 3, Jalan Ranca-Ranca, 87000 F. T. Labuan, Malaysia


Telephone: +60 087 416 989

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+60 87 416 989

Exfor Limited, Company Nr. LL17698.
Licence no. MB/22/0099, dated the 22 June 2022
Unit B, Lot 49, 1st Floor, Block F, Lazenda Warehouse 3, Jalan Ranca-Ranca, 87000 F. T. Labuan, Malaysia.

Information on this site is not directed at residents in any country or jurisdiction where such distribution or use would be contrary to local law or regulation.
Exfor Limited in addition to safeguarding of client funds offers Client Fund Protection Policy via Insurance Policy Number: AMK/0908345/908680/2022 issued by the Africa Merchant Assurance
Exfor Limited  offers trading on Foreign Exchange (‘Forex’ or ‘FX’) and Contracts for Difference (‘CFDs’), which are complex financial products that are traded on margin. They carry a high level of risk since leverage can work both to your advantage and disadvantage. As a result, these products may not be suitable for all investors, as loss of all invested capital may occur. You should not risk more than you are prepared to lose. Before deciding to trade, you need to ensure that you understand the risks involved and consider your investment objectives and level of experience. Seek independent advice, if necessary.
Exfor Limited does not issue advice, recommendations or opinions in relation to acquiring, holding or disposing of a CFD. Exfor Limited is not a financial advisor and all services are provided on an execution-only basis. This communication is not an offer or solicitation to enter into a transaction and shall not be construed as such.
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Exfor Limited is authorized and regulated by the Labuan Financial Services Authority Malaysia with reference number LL17698
All investments involve risks, including the possible loss of capital.
Some services, such as CFDs on stocks and indices and other products, are offered in collaboration with ZETA CAPITAL MANAGEMENT LIMITED - a Mauritius company with a registration nr. 180644, that acts as an Investment Dealer (Full Service Dealer Excluding Underwriting License Nr. GB21026312 issued by the Mauritius Financial Services Commission).

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