Genie Ltd is an entity registered and operated in Saint Lucia and is committed to responding to all complaints, concerns, and service-related issues in a timely, courteous, and informative manner.
This Policy explains how Genie handles inquiries and formal complaints, investigates service concerns, and works to resolve issues fairly while improving internal processes and maintaining compliance.
Genie values client and public feedback and treats effective complaint handling as an important part of service quality, accountability, and regulatory compliance.
At Genie, we encourage clients and members of the public to share their experiences with our services, including where expectations may not have been met. The Company is committed to providing timely, courteous, and informative responses to all concerns raised. Effective complaint handling helps Genie rectify issues promptly, strengthen internal procedures, improve service quality, and ensure continued compliance with all applicable laws, rules, and regulations.
At Genie, we encourage clients and members of the public to share their experiences with our services, including where expectations may not have been met. The Company is committed to providing timely, courteous, and informative responses to all concerns raised. Effective complaint handling helps Genie rectify issues promptly, strengthen internal procedures, improve service quality, and ensure continued compliance with all applicable laws, rules, and regulations.
Clients seeking clarification or wishing to express dissatisfaction may contact Genie’s Customer Support Team by email, live chat, telephone, or in writing. Clients are encouraged to raise issues promptly and provide detailed information, including relevant dates, times, and transaction details, so the matter can be reviewed efficiently. Many issues arise from misunderstandings and can often be resolved quickly through standard customer service channels. Genie’s support team will endeavor to respond to inquiries within two business days. If the matter remains unresolved, it may be escalated to the Compliance Department for formal review.
Clients seeking clarification or wishing to express dissatisfaction may contact Genie’s Customer Support Team by email, live chat, telephone, or in writing. Clients are encouraged to raise issues promptly and provide detailed information, including relevant dates, times, and transaction details, so the matter can be reviewed efficiently. Many issues arise from misunderstandings and can often be resolved quickly through standard customer service channels. Genie’s support team will endeavor to respond to inquiries within two business days. If the matter remains unresolved, it may be escalated to the Compliance Department for formal review.
A formal complaint is any written expression of dissatisfaction concerning the provision of investment services and addressed to Genie by a client, whether a natural or legal person. Only complaints submitted through authorized channels are considered official. Clients may submit complaints directly to the Compliance Department using the Complaint Form available on the Genie website or by email at support@geniefx.com. The Compliance Department is responsible for receiving, handling, investigating, and resolving all formal complaints.
A formal complaint is any written expression of dissatisfaction concerning the provision of investment services and addressed to Genie by a client, whether a natural or legal person. Only complaints submitted through authorized channels are considered official. Clients may submit complaints directly to the Compliance Department using the Complaint Form available on the Genie website or by email at support@geniefx.com. The Compliance Department is responsible for receiving, handling, investigating, and resolving all formal complaints.
Upon receipt of a formal complaint, Genie will acknowledge it within two business days and provide a unique reference number for future correspondence. Clients should use this reference number in all communications relating to the complaint so that the matter can be tracked accurately and handled with appropriate accountability.
Upon receipt of a formal complaint, Genie will acknowledge it within two business days and provide a unique reference number for future correspondence. Clients should use this reference number in all communications relating to the complaint so that the matter can be tracked accurately and handled with appropriate accountability.
Genie will conduct a thorough investigation of each formal complaint. During this process, the Company may contact the client directly to request additional information or supporting documents, and clients are expected to cooperate fully to help expedite resolution. Once the investigation is complete, Genie will issue a final response setting out its findings, position, and any corrective or remedial action, where applicable.
Genie will conduct a thorough investigation of each formal complaint. During this process, the Company may contact the client directly to request additional information or supporting documents, and clients are expected to cooperate fully to help expedite resolution. Once the investigation is complete, Genie will issue a final response setting out its findings, position, and any corrective or remedial action, where applicable.
Genie aims to resolve complaints within fourteen (14) days from the date of submission. If a complaint requires further investigation, the client will be informed of the delay and given an expected resolution timeline. Depending on the complexity of the matter and the level of client cooperation, the Company may extend the resolution period by up to an additional month. A complaint may be treated as closed if the client does not respond to requests for information within two months of submission.
Genie aims to resolve complaints within fourteen (14) days from the date of submission. If a complaint requires further investigation, the client will be informed of the delay and given an expected resolution timeline. Depending on the complexity of the matter and the level of client cooperation, the Company may extend the resolution period by up to an additional month. A complaint may be treated as closed if the client does not respond to requests for information within two months of submission.
If you have any questions or require clarification about this Complaints Handling Policy, please contact us: