Complaint Process
If you are dissatisfied with any aspect of our service, please contact our Customer Service Department([email protected]),as soon as possible. The vast majority of issues can be solved there.
If Customer Service cannot resolve your issue, you may request for them to escalate the issue to our Compliance Department. The Compliance Department will conduct a fair and detailed investigation of the appeal, to understand the circumstances and to assess whether our actions are within reasonable rights and if all due diligence and contractual obligations have been performed. You will receive a written response from the Compliance Department, within 45 days (usually earlier) of the inquiry.
If you are dissatisfied with the results provided by our compliance department, you can submit your complaint to an external, independent dispute resolution organization. Mitrade International's customers can submit their complaints to the Mauritius Financial Services Commission (FSC).FSC is the regulalory body who is responsible for resolving disputes between FSC licencees and their customers. Complaints in relation with the operations or managment of the licencees should be directed to the Deputy Manging Director.
Please visit the FSC website at https://www.fscmauritius.org/en/consumer-protection/complaints-handling for more information and submitting a complaint form.