Logistable Limited (“Logistable”, “it”) acknowledges that there may be occasions where its services do not fully live up to its clients expectations. In these instances it is important that any deficiency or error that may have arisen is brought to Logistable’s attention in order that the necessary amendments are made internally so as to ensure that the possibility of the issue re-occurring is significantly diminished.

Logistable is required by law to have a written policy and procedures setting out how it manages complaints received from clients so as to ensure.

1. Complaint(s) are dealt with, with all reasonable dispatch and without prejudice to the right of the Client to contact the relevant authorities in Gibraltar.
2. The explanation provided is clear, concise and in a language that is familiar to the client(s).
3. Appropriate action to correct a deficiency or error, should it be deemed to be required, is taken in a prompt manner.

Logistable defines a complaint as a communication (e.g. via letter, e-mail, fax, telephone etc.) received by any employee of Logistable from a Client or their legal representative stating that they are unhappy with the services provided by or the actions undertaken by Logistable on their behalf. If a complaint is received via telephone, the Client or their legal representative will be asked to submit their grievance in writing.

Should a Client or their legal representative wish to file an official complaint with Logistable they should in the first instance make a written complaint and send it as follows:

1. Via letter to:
    – The Compliance Officer.
    – Logistable Limited.
    – Suite 3A, Tisa House, 143 Main Street.
    – Gibraltar.
2. Via e-mail to:  chiqui.fava@logistable.gi

The complaint should provide the following details:

1. The complainants first and last names (for legal entities, the name of the legal entity and its legal representatives).
2. The complainants contact details (address, postal code, city, country, e-mail address, telephone number etc.).
3. Account number.
4. A summary of the details surrounding the complaint and where possible supporting documentation.

All complaints from a Client or their legal representative shall be dealt with as follows:

1. All complaints will be brought to the attention of the compliance officer
2. The compliance officer will carry out the appropriate due diligence so as to ensure that the complaint has been received from a legitimate Client or their legal representative.
3. Once satisfied that the complaint has been received from a legitimate Client or their legal representative, the compliance officer will register the complaint in the complaints register.
4. The compliance officer will acknowledge the complaint in writing to the Client or their legal representative within two working days of its receipt. The acknowledgement will provide an estimate of the timeframe within which they can expect to receive a solution/finding to their complaint.
5. The compliance officer will then immediately investigate the complaint.
6. The compliance officer will endeavour to ensure that an equitable solution/finding to the complaint is reached.
7. The compliance officer will then write to the Client or their legal representative providing an explanation that is clear, concise and in a language that is familiar to the client.

All complaints will be dealt with and the Client or their legal representative provided with a final response (where possible) within 4 weeks of the receipt of the complaint. Should this timeframe not be achievable the compliance officer will write to the Client or their legal representative providing an explanation for the delay and setting out a revised timescale for a final response to be issued.

Where appropriate a complaint and the resolution (or not) of said complaint will be brought to the attention of the Board of Directors of Logistable who will take action where necessary and or appropriate.

Further information about this complaint handling policy and procedure shall be made available to the Client or their legal representative upon request. If a Client or their legal representative are not satisfied with the outcome of Logistable’s investigation of their complaint and the proposed solution/finding they may file a complaint with the local regulator whose details are as follows;

The Gibraltar Financial Services Commission
Suite 3, Ground Floor, Atlantic Suites,
Europort Avenue, P.O. Box 940
Gibraltar.