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1. Introduction
UNI FIN INVEST is an Investment Dealer (Full Service Dealer excluding Underwriting) regulated by the Financial Services Commission ('FSC') in Mauritius under the license number GB21027161 (hereinafter referred to as the 'Company').
The Company is committed to providing high-quality services to its clients. In the event that a client is dissatisfied with any aspect of our services, the Company has established a comprehensive Complaints resolution system to address and resolve such concerns promptly and fairly.
This Policy regulates the effective, clear, and fast handling of Complaints and disputes submitted to the Company in relation to the performance and procedures of the Company. This Policy should be read in conjunction with the Customer Agreement and Privacy Policy, which can be found on the Company's website.
2. Submitting Complaints
All clients' Complaints against the Company shall be directed to complaints@octafx.com.
The Complainant should report his or her full name, trading account number, the Complaint description and the date of the events, affected transactions (if applicable), the subject of the Complaint to the Company, and the way the Complaint is intended to be resolved. This information is necessary to enable the Company to investigate the Complaint as efficiently and promptly as possible. The Complaint shall be acknowledged via email within 5 working days. The Supervisor shall assign the resolution of the Complaint to a relevant department, such as Customer Support or the payments processing department, for resolution as far as feasible. In situation(s) of fraud, scam, financial crime, money laundering, adverse media, or any such related concerns, the Complaint shall be reported to the Compliance Officer within 48 hours of the determination of the concern.
3. Complaint handling timeframe
Upon receipt of a Complaint, the Company will acknowledge it promptly and commit to resolving it within thirty (30) days, if feasible, or longer as per the needs of the matter at hand. The Supervisor shall oversee the transparent, independent, courteous, and efficient handling of all Complaints, ensuring their resolution within the specified timeframe:
4. Complaints Register
The Company shall maintain a Complaints Register to record all Complaints received. The register will include the date of the Complaint, unique reference number, acknowledgement date, nature of Complaints, and actions taken.
5. Registration of Complaints
It is important for the Complainant to ensure that inquiries are not confused with Complaints and are addressed to the right team and email address for timely and appropriate assistance.
A Complaint for the purposes of this Policy shall refer to a written expression of dissatisfaction or grievance for which redress is being sought and which has not been addressed by the Customer Support department in relation to the Company's product(s) or service(s). Complaints shall be differentiated from customer feedback and customer opinion.
If the customer's grievance falls within the definition of a Complaint, then the member of the Complaints handling team will register the Complaint to the Complaints Register by allocating a unique reference number to the Complaint, which will be communicated to the Complainant in the acknowledgement within 5 working days.
In case the Company receives a notification through the line of communication established by the Company to receive Complaints, but which does not fall within the definition of a 'Complaint' above and can be characterized as an inquiry or request, it shall be forwarded to the relevant department to be handled accordingly, and the Complainant shall be informed of such action.
If the Complaints handling team or Customer Support department has questions regarding a Complaint, those questions shall be raised with the Complainant in writing via email.
The Company pays special attention to avoid collecting data about the Complainant, with the exception of recording data aimed at settling the Complaint. Furthermore, the Company manages Complaints within a transparent system; Complaints shall be traced and administered at every stage of the procedure.
6. Managing Complaints
During Complaint investigations, the Company will thoroughly examine and assess the following:
7. Monitoring of Complaints
After settling the Complaint, the Company shall electronically preserve every document related to the Complaints for a period of seven (7) years after the customer's full accounts closure or business relationship termination. The Complaints Handling Supervisor shall be responsible for monitoring and closure of Complaints.
The Company shall be entitled to prepare statistics and reports about Complaints, which will be aimed at improving the efficiency of administering Complaints.
8. Review and amendment
This Complaint Policy shall be reviewed annually or within such period of time as may be determined by the Board, subject to changes in local laws and regulations, to ensure its effectiveness. Any necessary amendments will be made to enhance the Company's commitment to handling Complaints transparently and improving overall service quality.
The Company must develop and put into practice an independent and objective Complaints resolution system, as provided below.
9. Standards for handling Complaints
10. Confidentiality
All Complaints received will be dealt with confidentially and in accordance with the requirements of the Data Protection Act 2017.