Complaints Handling Policy
1. Introduction
Hola Prime Markets Limited (“the Company”) is an Investment Dealer (Full Service Dealer, Excluding Underwriting) regulated by the Financial Services Commission (FSC) in Mauritius.
We are committed to handling all client concerns fairly, transparently, and efficiently. This policy outlines how you can lodge a complaint, how we will process it, and your rights if you are not satisfied with our response. Our aim is to resolve matters promptly while ensuring compliance with applicable laws and regulatory requirements.
2. Making a Complaint
Clients (or potential clients) may raise complaints about any aspect of the investment or ancillary services provided by the Company.
A complaint is any expression of dissatisfaction regarding our products, services, or conduct. Complaints may be lodged via email, telephone, or other accepted communication channels.
To help us address your concern quickly, please include:
(a) Your full name and contact details
(b) Your account number (if applicable)
(c) The date and time of the issue
(d) A clear description of the matter
(e) Your preferred resolution
2.1 Complaints should be submitted by email using the relevant form:
2.1.1 Trading Operations Complaint Form (for trade-related issues)
2.1.2 Non-Trading Operations Complaint Form (for administrative or operational issues)
3. Complaint Resolution Process
Upon receiving your complaint:
3.1 It will be logged and forwarded to the appropriate department.
3.2 We aim to resolve complaints within 5 business days.
3.2.1 If a resolution cannot be provided within this timeframe, we will acknowledge receipt in writing and escalate the matter to our Compliance Officer for investigation.
3.3 You will be kept informed during the investigation.
Once completed, we will send you a final written response that will either:
3.3.1 Accept the complaint and propose a resolution,
3.3.2 Offer a resolution without admitting fault, reject the complaint with reasons, or Explain why further time is needed and indicate the expected resolution date.
If you agree with our resolution, the matter will be considered closed. If we do not hear from you within 8 weeks of our final response, the case will also be treated as closed.
4. Escalation to the Regulator
If you are dissatisfied with our final response, you may escalate your complaint to the Financial Services Commission (FSC) in Mauritius or the relevant authority in your jurisdiction. We will provide the necessary contact details upon request.
5. Complaint Forms
5.1. Trading Operations Complaint Form
5.1.1 Name, email, account number
5.1.2 Date and time of incident (platform server time)
5.1.3 Number of affected positions or pending orders
5.1.4 Description of the issue and desired resolution
5.1.5 Optional: Screenshot from trading terminal
5.2. Non-Trading Operations Complaint Form
5.2.1 Name, email, account number
5.2.2 Nature of the issue and any clause you believe was breached
5.2.3 Desired resolution
5.2.4 Optional: Supporting documentation or screenshot
6. Contact us:
Registered Address: C/o Renark Management Solutions Ltd, 4th Floor, Docks 4, The Docks, Caudan, Port Louis, Mauritius