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Customer complaints policy

If you have a complaint about our product/s or service, in the first instance please speak to one of our representatives by calling on +356 2371 6000 or sending an e-mail to alb.compliance@alb.com

You may also write to:

ALB Limited,
48, Casa Roma,
Level 2 of Melita Court, Giuseppe Cali Street c/w Abate Rigord Street,
Ta’Xbiex, XBX 1420, Malta

ALB Limited defines a complaint as any expression of dissatisfaction, even verbal, with any of its product/s or service, that is made to it. Complaints are handled without any charge to the customer.

Please include your account number, transaction/service being complained of, your name and Identity Card or Passport number and your contact details when you submit a complaint to ALB Limited.

ALB Limited endeavours to reply to complaints at its earliest and in line with relevant legislation. This means that it shall reply to your written complaint within 15 days from receipt.

If for any reason you remain unsatisfied with our response to your complaint you may write to the:

Office of the Arbiter for Financial Services,
First Floor,
Pjazza San Kalcidonju,
Floriana FRN 1530, Malta

www.financialarbiter.org.mt

Freephone local calls: 8007 2366
Telephone: + 356 2124 9245

Can we help?

+356 2371 6000English

info@kimuratrading.com

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CFDs are complex instruments and come with a high risk of losing money rapidly due to leverage. 72.62% of retail investor accounts lose money when trading CFDs with ALB Limited. You should consider whether you understand how CFDs work and whether you can afford to take the high risk of losing your money.

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Contacts
  • Address Level 2 of Melita Court, Giuseppe Cali Street c/w Abate Rigord Street, Ta’Xbiex, XBX 1420, Malta
  • Telephone+356 2371 6000English
  • Emailinfo@kimuratrading.com
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Legal disclaimer

ALB LIMITED ("ALB"), believes that its customers (the "client", "customer", "you", or "your") should be aware of the risks involved in entering over-the-counter contracts for foreign currency, precious metals, and contracts for difference (CFDs) and spot foreign exchange contracts ("Spot FX") (collectively, "OTC Contracts"). The following is a brief, non-exhaustive summary of certain significant factors and special risks you should take into account when deciding whether to trade OTC Contracts. For the avoidance of doubt, this statement does not constitute a form of investment advice, nor has the character of an investment advice.

Kimura Trading is a trademark of the European Union registered with the EUIPO (Office of the European Union for Intellectual Property, registration number: 017891345) as per Council Regulation (EC) No 207/2009 of 26 February 2009 on the Community trade mark as subsequently amended. Kimura Trading is a trademark owned by ELP Finance LTD, with registered office at 34, Wied Ghomor Street, St. Julians STJ 2043 – Malta (Registration number: C 78090) which reserves all related industrial property rights pursuant to Community legislation on the fight against counterfeiting and on the industrial property rights. ELP Finance LTD has granted license to use the Intellectual Property to ALB Limited, with registered office at Level 2 of Melita Court, Giuseppe Cali Street c/w Abate Rigord Street, Ta’Xbiex, XBX 1420, Malta, and which is authorized and regulated by the Malta Financial Service Authority (MFSA, license number: IS/79767) and in accordance with the Investment Services Act 1994 to execute orders on behalf of its clients through its brokerage activities and to deal on its own account. ALB Limited is also authorized to provide cross-border services within the European Economic Area (EEA) under European passport rights in accordance with European Passport Rights legislation. If you wish to receive further information regarding the other Products and/or Services offered by ALB Limited, including the related risks and benefits in negotiating and executing their trading, please visit the website: https://www.alb.com available in English.

Before deciding whether to carry out a transaction in OTC Contracts, you are obliged to examine whether concluding such transactions is relevant to your investment targets and in regard to your experience, knowledge and willingness to take risks. If you have any doubts as to the essence of the functioning of financial instruments and their economic sense, you are obliged to ask ALB for an explanation.

This Statement, which constitutes an addition to the Client Agreement and the Terms of Business of ALB, does not disclose or explain all of the risks and other significant aspects involved in trading OTC Contracts. Engaging in transactions offered by ALB can carry a high risk to your capital, where there is the potential that it is lost completely. If more information on the risks involved is required please contact ALB.

In view of currently applicable restrictions which have been published by the Belgian Financial Services and Markets Authority (FSMA), the contents of this website are not addressed to the Belgian public.

ALB Limited is authorised and regulated by the Malta Financial Services Authority, License No: IS 79767.

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