How to submit a communication (complaint, claim or suggestion)?
I. Orally:
- Via the short phone number 7555 *free from mobile operators in Kazakhstan.
- Via the phone number +7 717 267 77 55 *free from landline numbers in Kazakhstan, from international and mobile numbers – calls are chargeable.
- During a direct visit to the Company's offices.
Our support team will try to help you immediately. If the situation requires investigation, we will register the request, work out a solution, and notify you of the outcome later.
II. In writing through one of the following channels:
- On the fbroker.kz website, in the following section: More → Company → Write to us → Complete a special contact form;
- Through the mobile version of the trading platform: In the Menu section - Support - Contact to Support;
- Through the Freedom Broker trading platform in the section: My Account → Communication with support → Support;
- To the Company's corporate email addresses published on the Company's official website. For example: i[email protected], [email protected];
- On paper with your signature;
- Through the Company’s official social networks;
Instagram:@fbroker.kz
Threads:@fbroker.kz
A sample request on paper can be downloaded from the link: fbroker.kz
When will I receive a response to my request?
- A notification confirming the registration of your request will be sent within 7 calendar days from the date of receipt. A notification regarding the registration of the request and its assigned unique number will be sent to the specified authorized email address.
- The review of the application takes from 60 to 90 calendar days.
- The company will inform you about the status and progress of the review every 30 days.
Regardless of the method of communication you choose, the response will be sent by email to your authorized email address.
Can someone else submit a request on my behalf?
Yes, a request may be submitted by an authorized representative (individual or legal entity) if the representation is formalized in accordance with the procedures established by the civil legislation of the Republic of Kazakhstan. The representative must provide an identity document.
Is it possible to submit a request anonymously?
The Company accepts anonymous requests, but does not guarantee their consideration, except in cases where the request contains information about criminal offenses being prepared or have been committed, or about a threat to state or public security. Requests that do not set out the essence of the situation will also not be considered.