1. Introduction
Trade Set Go Ltd (hereinafter referred to as the ‘Company’) is authorised and regulated by the Financial Services Authority (“FSA”) under the licence number SD 249.
Pursuant to the Securities Act 2007, as amended, and its subsidiary regulations, the Financial Consumer Protection Act, 2022 (hereinafter referred to as the ‘FCPA Act’), the Financial Consumer Protection (Complaint Handling) Regulations, 2024 (hereinafter referred to as the ‘FCPA Regulation’) and relevant guidelines (together referred to ‘Applicable law’) issued by the Authority, a licensee shall have in place a complaint handling policy, as approved by its board of directors.
This Complaints Handling Policy (the “Policy”) has been adopted [by the Company] for the purposes of providing a fair and quick handling of complaints and disputes received from the Company’s Clients, as well as a robust framework comprising of, procedures, processes, controls and monitoring processes, to ensure the prompt handling of Clients’ complaints that may arise as a result of our business relationship.
Under the complaint-handling rules, the Company shall address any expression of dissatisfaction regarding any financial services activity provided or withheld by the Company. This policy describes, amongst others, the process that must be followed by clients in order to submit a complaint to the Company.
2. Definitions
Business Days are Monday to Friday, excluding Sundays, official regular public holiday and officially declared public holidays in Seychelles.
Complaint means any expression of dissatisfaction or concern about a service or product provided by a Financial Service Provider (‘FSP’), or the conduct of an FSP in the performance of any regulated activities, where a response or resolution is explicitly expected.
Complainant or “you” is any party who acquires or intends to acquire financial services or products from FSP, who is eligible to lodge a Complaint.
FCPA Act is the Financial Consumer Protection Act, “Act 6 of 2022”, as amended.
Resolution means the final decision or action taken to address a complaint, including detailed reasoning and any next steps provided to the complainant.
FCPA Regulation is the Financial Consumer Protection (Complaints Handling) Regulations 2024
3. Legal and Regulatory Framework
Transactions undertaken by Clients are regulated and supervised by the Financial Services Act 2013 and the Financial Consumer Protection Act 2022. This includes any rules and directives applicable, as well as any amendments to the law and/or the rules and directives.
4. General
If you are dissatisfied with our Services and you would like to raise a complaint, you may complete and submit the Complaint Form as described below. The submission of complaints is free of charge.
Our Customer Support Department will try to resolve your query immediately. If your query cannot be resolved immediately, we remain committed to addressing and resolving it in a prompt manner (within 21 business days). If additional time is required, we will issue a holding response in writing, and we will indicate when we make further contact to inform you of the investigation process and outcome, which shall be no later than 90 business days.
5. Submitting a Complaint
As per the Company’s procedure, all complaints shall be submitted in writing and addressed to the Complaints Management Function.
The formal complaint Form is attached in this Policy under “Appendix 1” and should be submitted in the following way:
Via email at complaints@tradesetgo.com, alongside any additional documentation and evidence that would be relevant to the complaint.
The information required to be included whilst submitting a complaint consists of the following:
- Account Number/User ID
- Name of Client
- Contact Details
- Name of the person completing the Form on behalf of the complaint (if applicable)
- Phone
- Address
- Details of the complaint (include time, date, the matter leading to the complaint, nature of the Complaint, type of product/service).
The form must be filled out truthfully, completely and accurately. The information required through the Form is indicative, and additional information, and/or clarification, and/or evidence may be requested by the Company.
The Company may consider a complaint a client’s dissatisfaction received verbally, either in person or by telephone, or through letters, if it satisfies the criteria of a complaint.
6. Handling of the Complaint
Upon receiving the complaint, an acknowledgement will be sent within two (2) business days of receiving the complaint, assigning a unique reference number to the complaint and an assurance that the complaint is being dealt with. This unique reference number will be used for all future correspondence with the Company and for any reference to the complaint.
In addition, the Company will inform you regarding the maximum period within which we will provide you a final response, along with the expected medium of response. The complainant will also be informed of the name and contact person responsible for handling the response.
The Company, by the end of the declared maximum days, may either send the complainant:
- A final response, or
- A written response which explains why the financial institution is not in a position to make a final response and indicates when it expects to provide one.
After the complaint has been assessed:
- If the complaint is refused, the Company will provide to the complainant the reason why the complaint was refused.
- If compensation is offered as a resolution, the terms of the proposed settlement will be explained clearly.
- Clear instructions will be provided to the complainant regarding the actions to be taken to accept or refuse the proposal, along with a reasonable timeframe for the complainant to decide on the compensation offer (for example, a minimum of 10 working days).
The Company shall provide all written acknowledgements, updates, and final responses to complaints in English.
6.1 General provisions for Complaints
At any given time during the handling process of complaints, the Company may require you to provide additional information and documentation (including but not limited to your secret investor password and/or updated due diligence documentation and/or other registration data, etc.) and your full cooperation is required in order to finalise our investigation. The Company may extend the investigation timeframe, put the matter on hold, or consider it closed if you have failed to respond adequately and/or within a reasonable timeframe, or within the timeframe we may have indicated. Depending on your response and the nature of the matter, we may resume the handling process or request that you resubmit your query or complaint.
We recommend you submit your Complaint within a reasonable time from the moment the matter occurs.
The Company is entitled to treat a complaint as closed in the following circumstances, among others:
(a) where it is determined that no further action is required by the client and/or the Company, upon the issuance of the final decision by the Company, and/or
(b) where the matter has been mutually resolved, and/or
(c) where the client has failed to respond promptly and adequately to the questions and requests of the Company, and/or
(d) where the Company has given a substantive response and the client has failed to indicate that the response is unsatisfactory and/or substantiate the claim with relevant data, within a reasonable timeframe. The Company may notify the client upon the closure of a complaint.
6.2 Final reply
The Company, within two (2) business days of closing a complaint, will send a written communication to the complainant with the following minimum requirements:
- An Overview of the Complaint
- Points which have been considered
- The outcome of the investigation
- Any applicable remedies and the minimum timeframe for the customer to revert with agreement on the remedy.
- Reference to the Competent Authority in the case of the need for an appeal, including the provision of telephone, email, and postal contacts.
If the complainant is dissatisfied with the resolution or the matter remains unresolved, they may lodge their complaint with the Seychelles Financial Services Authority (FSA) or pursue Alternative Dispute Resolution (ADR) mechanisms (see point 5 above):
Regulatory Authority Contact Details
- Name: Seychelles Financial Services Authority
- Website: https://fsaseychelles.sc/complaint-handling
- Email: complaints@fsaseychelles.sc
- Phone: +248 4380800
- Address: PO Box 991, Bois De Rose Avenue, Victoria, Mahe, Seychelles.
Kindly note that complainants are required to demonstrate that they have exhausted all possible options to resolve the matter directly with the concerned parties prior to lodging the complaint with
the Authority. In this respect, the Authority shall not attend to any complaint unless it is satisfied that the matter has been brought to the attention of the concerned parties and the parties have failed to reach a mutually agreeable solution on the matter.
6.3 Consumer Awareness
The Complaints-handling Policy is available on our website.
7. Record Keeping
The Company ensures that all complaints, along with their corresponding documentation, are securely recorded and retained for a minimum period of seven (7) years from the date of the last transaction. All records are stored in a secure electronic and/or physical format, accessible only to authorised personnel, and comply with applicable data protection laws. Periodic audits are conducted to ensure the accuracy and integrity of these records. Upon request, the Company will provide complaint-related records to regulatory authorities to ensure compliance with applicable reporting obligations.
8. Confidentiality and Conflicts of Interest
To safeguard the integrity of the Complaints Handling Process, the Company has ensured that complaints are not investigated by employees who are directly involved in the matter that is the subject of the complaint. Confidentiality is maintained at all stages of the process, and any information related to any complaint should not be disclosed to anyone other than those who necessarily have to be involved in the process. Moreover, the information obtained whilst handling complaints would not be used for any other purpose for which it was obtained.
To ensure that, the Company implements proper procedures in order to maintain confidentiality at all times in all complaints that they receive from customers or authorised customer representatives.
Also, the Company ensures that the information stored related to complaints is secure. This means that the IT systems are secure.
9. Policy Review
This Complaint Handling Policy will be reviewed and, where necessary, revised on a yearly basis or as the need arises to ensure alignment with regulatory requirements, industry standards, and organisational needs. All updates will require approval from Senior Management and will be communicated to relevant employees and stakeholders to ensure awareness and compliance.
10. Appendix 1 -Complaint Form
Please fill in the Complaint Form and submit it electronically to complaints@tradesetgo.com. The Form must be filled out truthfully, completely and accurately.
We reserve the right to dismiss a Form which is not completed accurately, and/or which comprises obscene/rude words, and/or insults, or threatens the Company or its representatives.
| Details of the Client/Complainant | |
| Name | |
| Surname | |
| Account Number | |
| Address (Include Full Address, Post Code, City, Country) | |
| Telephone Number | |
| E-mail address | |
| Details of the Authorised customer representative (if applicable) | |
| Name of the person completing the Form on behalf of the complaint | |
| Surname of the person completing the Form on behalf of the complaint | |
| Relationship of the person lodging the complaint and the complainant | |
| Reason on why the complainant cannot lodge the complaint by themselves | |
| ___________________
Signature of the Client/Complainant |
I hereby give authorisation for the person to lodge a complaint on their behalf |
| Details of Entity/Person against which/whom the complaint is being lodged | |
| Name of employee | |
| Department of employee | |
| DETAILS OF THE COMPLAINT | |
| Date(s) of incident(s) leading to Complaint | |
| Time of incident(s) leading to the Complaint | |
| Type of product, service | |
| Nature of Complaint * | |
| Is your complaint related to Trading (i.e. Execution of orders, trading platforms, etc) ___ Yes ____ No | |
| Description of the Complaint (Please write clearly and legibly). | |
| List of documents in support of your complaint enclosed with this form (Please enclose copies of all relevant documents e.g. Correspondences, Agreements, Proof of payments/invoices etc.) | |
| ___________________
Signature |
I hereby certify and confirm that to the best of my knowledge, the information furnished above is true, accurate, correct and complete. |
| Date of Submission | |
| FOR OFFICIAL USE ONLY
|
|
| Received on: | |
| Received by: | |
| Assigned to: | |
| Type of Complaint: | |
| Date of resolving | |
*Examples of Nature of Complaint:
- Technical Errors
- Withdrawal/Execution Issues (Delay/Cancellation, Third Party Deposits, Amount, Rejection)
- Breach of Contractual Terms
- Cancellation of Trading/Bonus Profits
- Quality or Lack of Investment advice
- Unauthorized Business being carried out
- Scam
- Fraud
- Dissatisfaction of Services
- Unsatisfactory Claim Handling
- Policy Cost/Cancellation
- Human Trafficking
- Other