Complaints Handling Policy

1. Introduction

T.M. Financials (hereafter “the Company”) is an Investment Dealer (Full Service Dealer, Excluding Underwriting) which operates as an Investment Dealer. The Company is incorporated in the Republic of Mauritius and is authorized and regulated by the Financial Services Commission (hereafter “FSC”) with License Number GB21026474.

The Company’s registered address is:
C/o Alexander Management Services Limited
3 Emerald Park, Trianon, Quatres Bornes, 72257
Republic of Mauritius

2. Scope and Purpose

The Company is required to establish, implement, and maintain effective and transparent procedures for the reasonable and prompt handling of complaints or grievances received from complainants. It must also keep records of each complaint as well as any actions taken by the Company to remedy the situation.

This Policy sets out the methods for the submission of complaints with the Company by its clients and the processes followed by the Company’s personnel when dealing with such complaints.

3. Definitions

Complaint

A “Complaint” is defined as a statement or an expression of dissatisfaction addressed to the Company by a client (natural or legal person) regarding the provision of investment and/or ancillary services provided by the Company to the client.

Complainant

A “Complainant” is defined as any person, natural or legal, who:

  1. Has read, agreed with, and accepted all the terms and conditions contained in the Company’s Client Agreement (without modifications).
  2. Has opened a trading account with the Company.
  3. Has lodged a complaint.

The Company considers a complaint as valid when the complainant has submitted it in writing, in a format that clearly indicates a grievance, through one of the following methods:

  • Email: legal@tagmarkets.com
  • Contact Form: Available on the Company’s official website.

If the Company receives a notification through its established communication channels that does not qualify as a complaint (per the definition above) but instead as an enquiry, it will be categorized as an enquiry and forwarded to the relevant department. The Complainant may request a reclassification of their enquiry as a complaint.

This Policy applies to all registered clients and trading accounts opened with the Company.

4. Complaint Handling Procedure

The Support Department, and if necessary, the Compliance Department, shall efficiently handle any complaint received. If the complaint involves the Compliance Department, it will be handled by a member of Senior Management.

4.1 Procedure for Verbal Complaints

The Company does not accept verbal complaints. If an employee receives a verbal complaint, they must:

  1. Inform the complainant that complaints must be submitted in writing.
  2. If the complainant subsequently provides a written complaint, the employee must forward it to the Compliance Department within the same working day.
  3. Notify the complainant that their complaint has been forwarded to the Compliance Department, including relevant contact details.
  4. Make every effort to resolve the matter immediately if possible, to avoid the need for formal complaint submission.

4.2 Procedure for Written Complaints

4.2.1 Submission and Acknowledgment

When a written complaint is received:

  1. The complaint must be forwarded to the Compliance Department within the same working day.
  2. The Support Department will send an acknowledgment of receipt to the complainant’s registered email address within five (5) working days.

4.2.2 Registration

If the grievance qualifies as a complaint:

  1. It will be registered with a unique reference number, which will be communicated to the complainant within five (5) working days.
  2. The complainant will be informed of the following:
    • The reference number for future correspondence.
    • The complaint handling process.
    • Contact details of the person or department handling the complaint.
    • The indicative handling time (15 working days).
    • That the procedure is free of charge.

4.2.3 Information to be Obtained

The following details will be recorded:

  1. Client’s full name and surname.
  2. Client’s trading account number.
  3. Affected transactions (if applicable).
  4. Date and description of the issue.
  5. Services provided by the Company related to the complaint.
  6. Employee responsible for the services.
  7. Relevant department.
  8. Content of the complaint.
  9. Capital and financial instruments belonging to the client.
  10. Magnitude of the damage claimed.
  11. Correspondence between the Company and complainant.

4.2.4 Examination

The Company will assess:

  1. Facts provided by the complainant.
  2. Facts provided by the employee involved (if applicable).
  3. Archived data (e.g., transaction records, emails, recorded calls).
  4. Events leading to the complaint.

If insufficient information is provided, the Company will request further details from the complainant. Cooperation is essential to handle the complaint.

4.2.5 Resolution

  1. The Company will notify the complainant of its decision in writing, including the reasoning and any remedial measures.
  2. Efforts will be made to resolve complaints within fifteen (15) working days.
  3. If necessary, the case will be escalated to Senior Management, which may extend the handling time.

4.2.6 Delays

If the investigation exceeds the indicative handling time, the complainant will be informed of the reasons for the delay and the expected completion date. This period cannot exceed two months from submission.

4.2.7 Record Keeping

Once resolved, the Company will:

  1. Maintain a detailed electronic record of the complaint, including the resolution process.
  2. Analyze complaint data to identify recurring issues and potential risks.

5. Record Keeping of Complaints

The Company will maintain records of all complaints for a minimum of five (5) years after the closure of the client’s trading account. The Customer Support Department is responsible for this record-keeping.