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+357 22 258790

55 Vyzantiou Street, Nicosia 2064

info@jknobel.com

J. Knobel Investor Services Limited

Tied Agent of Mega Equity Securities and Financial Services Public Limited

Last updated: June 24, 2025


1. Purpose


This Complaints Procedure ensures that any complaint received by J. Knobel Investor Services Limited (the "Company") is handled fairly, promptly, and transparently in compliance with the requirements of:


  • MiFID II (Directive 2014/65/EU)
  • Cyprus Investment Services Law of 2017 (Law 87(I)/2017)
  • CySEC Directive DI87-01
  • CySEC Circulars C181 and C262


As a Tied Agent, the Company handles complaints on behalf of and under the full responsibility of Mega Equity Securities and Financial Services Public Limited (the "CIF").


2. What Is a Complaint?


A complaint is any oral or written expression of dissatisfaction from a client or potential client in connection with the investment services provided, including but not limited to:


  • Poor advice or service quality
  • Failure to act in the client's best interest
  • Delays or errors in communication
  • Misunderstandings or disputes regarding instructions or disclosures

3. How to Submit a Complaint


Clients or potential clients may submit complaints using the following methods:


🔹 In Writing

By Email:

complaints@jknobel.com


By Post:

55 Vyzantiou Street 

2064, Nicosia Cyprus


Attn: Complaints 


🔹 By Phone (recorded)

📞 +357 22 258790


Note: Complaints made by phone should be followed up in writing.

4. Information to Include


To process your complaint efficiently, please include:


  • Full name and contact details
  • Description of the issue or dissatisfaction
  • Relevant dates, parties involved, and service affected
  • Supporting documentation (if applicable)

5. Handling Timeline


  • Acknowledgment: Within 5 business days
  • Investigation & Response: Within two months from the date the complaint is received
  • Extension (if needed): You will be informed if more time is required


All complaints are investigated fairly and impartially by the CIF’s Compliance Department.


6. Record Keeping


All complaints and related correspondence are securely recorded and retained by the CIF for a minimum of five (5) years, in accordance with MiFID II requirements.

7. Escalation: Alternative Dispute Resolution (ADR)


If you are not satisfied with the final response, you may escalate the matter to:


🔹 The Financial Ombudsman of the Republic of Cyprus

📍 Address: 13 Lordou Vironos Avenue, 1096 Nicosia, Cyprus

🌐 Website: https://www.financialombudsman.gov.cy

📧 Email: complaints@financialombudsman.gov.cy

📞 Tel: +357 22848900


A complaint to the Ombudsman must be submitted within four (4) months from the date of receiving the final response from the CIF.

8. No Fees for Filing a Complaint


Submitting a complaint directly to the Company or the CIF is free of charge.


9. Contact Details


If you have any questions about the complaints procedure:


📧 complaints@jknobel.com

📞 357 22258790