The size of our operation allows us to be very specialized and build personal relationships with our clients. We are proud to deal with clients who wish to maintain a good reputation in their marketplace. This ensures not only that we comply with anti-money laundering legislation but also that we can better safeguard your assets whilst providing exceptional customer service, support and solutions across the world.
This website is owned and provided by Sepaga EMI Limited, together with its parents, subsidiaries and related companies. The terms and conditions set out herein apply to the access and use of this Site and all accounts, services, programs, information and products that you may use, open or otherwise access from time to time. Additional and more specified terms and conditions are stated and provided within the Agreements/Contracts signed with our clients.
In case you have a complaint about your Account or the service we provide or you would like details of our complaints procedures, please fell free to complete the complaint form on the left corner of our website. A copy of our complaints management policy, is available for download here.
We will investigate your complaint in accordance with the legislation and our complaints procedures. Upon resolution of your complaint, we will send you a final response letter, which sets out the nature of that resolution. If you are dissatisfied with our final response and provided you are classified as an eligible complainant under the Central Bank of Cyprus, you will be entitled to refer your complaint further on.
If the complaint or dispute cannot be resolved internally in accordance with our procedures set out herein, the clientmay refer the matter to the Approved Dispute Resolution (ADR) scheme set out below. If you wish to refer your complaint to the ‘Financial Ombudsman’ or an ADR, please see below the relevant contact details:
Financial Ombudsman of the Republic of Cyprus:
Address: 13 Lord Byron Avenue, 1096 Nicosia, Cyprus
Competition and Consumer Protection Service, Address: 6 Andrea Araouzou, Nicosia,1421, Cyprus, Website: http://www.mcit.gov.cy/ccps
More information on ADRs and Online Dispute Resolution of complaints(“ODR”) can be found at:http://ec.europa/eu/odf.6.3A clientcan refer thecomplaint to the ‘Financial Ombudsman’ if they are dissatisfied with the Company’sassessment and ruling, provided that:•thecomplaint / dispute / difference does not relate to an amount exceeding €170.000;•the clientfirst filesa formal complaint to the Company within fifteen (15) months from the date the allegedcomplaint has occurred;•the clientreceives the Company’sfinal response within three (3) months from the date the Companyacknowledgesreceipt of the complaint;•No judgment has been issued from a competent Court for the same complaint or no judicial procedure is pending for the examination of the same complaint.”