Once you submit a complaint, here is what happens:
Step 1: Acknowledgment
Our Customer Support Team will acknowledge receipt of your complaint, typically within 5 Seychelles business days.
You will receive a reference number to track your case.
Step 2: Investigation
A Customer Complaints Officer will review your submission.
If the issue is straightforward (e.g., fee disputes), we aim to provide a resolution within 20 Seychelles business days of acknowledgement.
Complex issues may be escalated to senior management (such as the Head of Customer Support, Head of Institutional Sales, or Head of Product), depending on the nature of the problem.
Step 3: Decision & Communication
You will receive a written response explaining the outcome, including whether your complaint was upheld or denied and the reasons for the decision.
This communication will be sent within 10 Seychelles business days of a resolution being reached.