Complaint Handling Policy

Infinity Markets Ltd. cares about always keeping its clients happy and satisfied with its services.

The purpose of this Complaint Handling Policy is to outline the Company’s effective and transparent procedure for the immediate complaint handling of all existing clients.

The client may lodge a complaint using any of the following options:

1. Through an email to: [email protected]
2. Through a phone call to Company’s official telephone centre at +1800013004
3. Through an official letter to the Company’s registered address: 35 Barrack Road, 2nd Floor, Unit 204, Belize City, Belize

Please note that the lodge of the complaint shall include the date of the incident along with any supporting documentation. All formal complaints are handled by the Compliance Department of the Company and all information and documentation is treated with the utmost confidentiality. 

Upon receipt of a valid complaint, a written acknowledgment will be sent to the Client within the next two (2) working days. This acknowledgement will further notify the Client of the unique reference Number (URN) which must be used in all future communication with the Company regarding the specific complaint.

The Company will investigate the Client’s complaint with the aim of reaching a final resolution of any issue in a timely manner. A final written response shall be provided to the Client within fourteen (14) days of receipt of the complaint, in compliance with Section 62(b) of the Securities Industry Regulations of Belize.

During the complaint investigation period, the Company may inform the Client of the handling process and request additional information and/or documentation (as necessary) for the full assessment of the said complaint.

If you have further inquiries/concerns regarding our procedures or products, please contact [email protected]

Kindly note that if your inquiry does not qualify for a complaint, the company may not respond.

If we are unable to resolve your complaint or you are not satisfied with our final response, the Company will provide the details of the Regulatory Authority of Belize for further review in accordance with section 62(d) of the Securities Industry Regulations.