Complaint Handling Procedures
Belleo Markets (the “Company”) cares about always keeping its clients happy and satisfied with its services. The purpose of this complaint policy is to outline the Company’s effective and transparent procedure for the immediate complaint handling of all existing clients.
This Complaint Handling Procedures forms part of the Client Agreement, Terms and Conditions and all other company policies. Any capitalized term not defined in this Complaint Handling Procedures shall have the meaning ascribed to it in the Client Agreement.
The Company may amend this Complaint Handling Procedures and it shall apply to you once it is published on our Website. Please ensure to check our Website regularly.
In order to file a complaint, please raise a Ticket through Client Portal or send a description and the date the incident has occurred along with any supporting documentation to [email protected]. These are the only ways to raise your concerns and to obtain an accurate response from us. This means that, don't require you to visit our offices or reach out to any of our employees.
A complaint shall include:
- the client’s name and surname;
- the client’s trading account number;
- the affected transaction numbers, if applicable;
- the date and time that the issue arose; and
- a description of the issue
- and supporting evidence to the complaint
A complaint must not include:
- offensive language directed either to BelleoFX or a BelleoFX employee.
When a valid complaint is received, the Company shall take into account the particular issues raised and the evidence provided by the Client. Upon receipt of a valid complaint, a written acknowledgment email will be sent to the client within two (2) working days. This Acknowledgement email will further notify the Client of the unique reference number (URN) which must be used in all future contact with the Company regarding the specific complaint.
The Company will investigate the Client’s complaint with the aim of reaching a final resolution of any issue in a timely manner, with a maximum of one-month period from the initial complaint receipt.
During the complaint investigation period, the Company may inform the Client of the handling process and request additional information and/or documentation (as necessary) for the full assessment of the said complaint.
In the event that the Company is unable to reach a final resolution of the complaint within the aforementioned two- month period, the Client will be notified beforehand of the reasons for the delay and further indication will be provided regarding the period of time within which it will be possible to complete the investigation, with the maximum extension being an additional one month.
The Company always aims to resolve complaints in an amicable and professional business manner.
Should the Client feel dissatisfied with our assessment and/or any settlement offer, we would like to inform you that you have the right to refer the complaint to Mauritius Financial Services Commission no later than four months after the date that you were notified about our final decision, but not before our final decision.
