Customer Compliant Policy

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 [email protected].
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:

  • 5 working days for a formal acknowledgement
  • 21 working days for a full reply to a Complaint
  • 30 working days for the Complaint resolution.
In case a full reply cannot be made within 21 working days of receipt, we shall advise the Complainant accordingly and let the Complainant know when a reply in full will be made.
The Company shall inform the Complainant of any changes in the timeframe at the earliest opportunity. The Supervisor must ensure that any conflicts of interest that arise are declared to the Board Members of the Company.
If a Complainant remains dissatisfied with the proposed solution(s), they may contact Customer Support to provide specific clarifications regarding their concerns. The team will review the Complaint objectively, on its merits, and with the guidance of Board Members and the compliance team. Efforts will be made to address the Complaint in a fair, unbiased, and equitable manner.
If the Complaint is still not satisfied with the resolution proposed and actions taken, the Complainant may lodge an appeal at the Financial Services Commission (Mauritius) to the Office of Ombudsperson for Financial Services:

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:

  • the facts and the information provided by the Complainant
  • the facts and the information provided by the officer responsible for the provision of those services (if applicable)
  • the information or data which have been retrieved from the Company's archive (including but not limited to the Complainant's transactions, trading history, correspondence, electronic email, recorded telephone calls, IT data)
  • the events leading to the Complaint.
At any given time during the Complaint handling process, the Company may require the Complainant to provide additional information and documentation (including but not limited to updated due diligence documentation, and registration data). The Company needs the Complainant's cooperation in order to handle the Complaint.
The Company deals with all Complaints and all Complainants equally, without any discrimination, in harmony with the procedure regulated by this Policy.
All Complaints shall be taken seriously, handled transparently, and promptly investigated.

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

  • All Complaints shall be dealt with due attention, whether they are formal or informal.
  • Complaint(s) will be treated in confidence, whatever such Complaints may be.
  • Complaint(s) shall be dealt with promptly.

10. Confidentiality

All Complaints received will be dealt with confidentially and in accordance with the requirements of the Data Protection Act 2017.