Complaint Handling Policy
Ensuring fair and transparent resolution of client concerns
Introduction
Baz Capital Markets Ltd (hereinafter the "Company") aims to provide superior services to all of its clients.
The Company has appointed a Compliance Officer to efficiently ensure the proper handling of complaints, in accordance with the Financial Consumer Protection (Complaint Handling) Regulations 2024.
Definitions
The Company classifies complaints as follows:
Complaint
Any objection and/or dissatisfaction that the client may have with regards to the provision of the products or services provided by the Company or the conduct of the Company in the provisioning of products or services. A complaint form is enclosed at the end of this policy.
Frivolous Complaint
A complaint which has no serious purpose or value.
Vexatious Complaint
A complaint from which it is apparent that the complainant is pursuing the matter without merit and with the intention of causing inconvenience, harassment, or unnecessary expenditure.
Company's Internal Escalation Procedure
The Compliance Officer shall be responsible for ensuring the proper handling of client complaints, except in the case where the complaint involves the Compliance Officer, whereby the complaint shall be handled by the Representative Officer.
Lodging a Complaint
A client may lodge a complaint by completing the complaint form using any of the following methods:
By post
Baz Capital Markets Ltd, CT House, Office 9A, Providence, Mahé, Seychelles
Telephone
(+248) 437 37 59
Webpage
https://www.baazex.com
Acknowledgement
When the Company receives the client's complaint then a written acknowledgement will be sent to the client within two (2) business days.
The acknowledgement will include:
Response Timeline
The timeframe by when the client will receive the Company's response
Designated Contact
Details of a designated person to contact regarding the complaint
Reference Number
Reference number for the complaint
Response Timeline
A response will be provided within twenty-one (21) business days. For grossly complicated complaints requiring extended investigation, the client will be informed in writing, with an extended timeline of ninety (90) business days.
Further Escalation
In the case where the client is still not satisfied with the Company's final response, then the client can refer his complaint with a copy of the Company's final response to the Financial Services Authority (FSA / Competent Authority) in Seychelles for further examination.
Escalation to the FSA
Prior to relaying the complaint to the FSA
In order for the client to be able to contact the FSA for further examination of the complaint, it is required to demonstrate to the FSA that all possible options have been exhausted to resolve the matter directly with the Company. For this purpose, the client should follow the Company's escalation procedure as indicated above for the investigation of the complaint by the Company before lodging a complaint to the FSA.
It is further noted that the FSA will not attend to any complaint unless the Competent Authority is satisfied that the matter has been brought to the attention of the Company and both parties have failed to reach a mutually agreeable solution on the matter.
Lodging the complaint to the FSA
The contact details for the Financial Services Authority (FSA) in the Seychelles are set out below:
Financial Services Authority (FSA) Contact Information
Address
PO Box 991 Bois de Rose Avenue Roche Caiman Victoria, Mahe Republic of SeychellesClient Records
The client shall provide all relevant documentation as well as any additional information requested by the Company in order to ensure that all records/information are collected and the complaint is properly resolved on time.
The Company will provide all complaint-related information to the Competent Authority within one (1) business day from the date of receiving the request from the Competent Authority.
Consumer Awareness
The Company will provide clear information on complaint-handling procedures to all clients at the time of onboarding and ensure that this information is readily available through written publications e.g. leaflets, the Company website, and other accessible media.
Non-Discrimination Policy
The Company will not penalize or discriminate against clients who exercise their rights by lodging complaints.
Complaint Form
Submit your complaint for prompt resolution