Complaints Handling Procedure

Version 1.0

Date: 19 June 2025

JMS Trading Limited, operating under the brand name BCXPro (hereinafter referred to as the “Company”), has established this Complaints Handling Procedure (the “Procedure”) to its customers (the “Complainant”) who wish to lodge a complaint.

This Procedure sets out a clear process to ensure that all complaints are addressed promptly, fairly, and efficiently.

The Company values customer satisfaction and aims to continuously improve its services by analysing complaint data. All received complaints are promptly logged upon receipt. To file a complaint, please follow the instructions below.

1. Information Provision

• Upon request or when acknowledging a complaint, provide written details about its complaints handling process.
• Make this Procedure publicly available in a clear and accessible manner. Accordingly, it is published on the Company’s website and referenced in the Terms of Service.
• Offer clear, accurate, and up-to-date information, including:
  • How to lodge a complaint;
  • The steps the Company will take to handle the complaint.
• Keep the Complainant informed throughout the complaint-handling process.

2. How to File a Complaint

Complaints relating to the Company’s services may be submitted free of charge by:

• Email: info@bxcpro.local
• Post:
  JMS Trading Limited
  Registration Number: C 108433
  Level G, Quantum House,
  75 Abate Rigord Street,
  Ta’ Xbiex XBX 1120, Malta

To ensure timely resolution, please include:

• Full name and address of the Complainant;
• Contact details (e.g., phone number or email);
• If applicable, name and contact details of any external representative;
• A clear description of the complaint and its impact;
• Any supporting documentation;
• The date or period when the issue occurred.

Complaints may be submitted in any of the languages the Company uses for marketing or client communications.

A complaint form is available here.

3. Complaint Handling Process

The Company will acknowledge receipt of a complaint within two (2) business days. This acknowledgement will include:

• The name and contact details (email and telephone) of the responsible person or department;
• The date the complaint was received;
• An outline of the complaint-handling timeline, including timeframes for information requests, investigation, and response;
• If submitted via an online form, a copy of the complaint.

All communication will be in clear, understandable language and in the same language used by the Complainant—provided it is one of the Company’s supported languages. Communication will be sent electronically, or in paper form upon request.

The Company will investigate the complaint and provide a final response within thirty (30) days of receipt. If a final response cannot be provided within this period, the Company will inform the Complainant of the delay, explain the reason, propose any available remedies, and indicate when the investigation will be completed.

All complaints will be recorded and retained in accordance with applicable law.

If the final decision does not fully satisfy the Complainant’s request, they may escalate the matter to the Office of the Arbiter for Financial Services under the Arbiter for Financial Services Act (Cap. 555).

4. Escalation to the Arbiter

If the Complainant remains dissatisfied, they may escalate the complaint to:

The Office of the Arbiter for Financial Services
First Floor, St. Calcedonius Square,
Floriana FRN1530, Malta
Website: www.financialarbiter.org.mt
Tel: 8007 2366 / +356 7921 9961

Complaints to the Arbiter may be submitted free of charge.