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Client Complaints Procedure
We, Phoenix LTD, have adopted this complaint procedure to ensure that complaints that may arise from our relationship are treated fairly and in a timely manner. The Company is authorized and regulated by the Financial Services Authority (FSA) of Seychelles with license number: SD113. Phoenix LTD’s registration number is 8430083-1.
Submitting your Complaint
If you would like to submit a complaint to the company, please fill in and submit the complaint form (click on the link below). Please be advised that the Company reserves the right not to accept complaints submitted by any other means or method (i.e., telephone, etc.). Use the following link to access the complaint form.proceed with your complaint
Once your complaint has been properly completed and submitted, the Company's Compliance Department will process and review your complaint and contact you accordingly.
Acknowledging your Complaint
We will acknowledge receipt of your complaint within five (5) days from the receipt of your complaint and provide you with the unique reference number of your complaint. The unique reference number should be used in all your future contact with the Company and the Financial Services Authority (FSA) regarding the specific complaint.
Handling of your Complaint
Once we acknowledge receipt of your complaint, we will review it carefully, investigate the circumstances surrounding your complaint and will try to resolve it without undue delay. We shall make every effort to investigate your complaint and provide you with the outcome of our investigation within thirty (30) days from the date you have submitted your complaint to us. During the investigation process, we will keep you updated on the handling process of your complaint. One of our officers may contact you directly (including communication by email or phone) in order to obtain, where needed, further clarifications and information relating to your complaint. We will require your full cooperation in order to expedite the investigation and possible resolution of your complaint. If the Complaint is more complex and takes longer
than thirty (30) business days to resolve, we will communicate the reasons for the delay. Please note that in order to expedite the investigation we require/request your full cooperation.
Please note that the Company shall consider your complaint as closed and cease the relevant investigation in case you fail to respond to our officers within the period of three (3) months from the date of the submission of your complaint. When we reach an outcome, we will inform you of it together with an explanation of our position and any remedy measures we intend to take (if applicable).
When disputes between the Company and the Complainant cannot be settled by the official Company procedure, the Customer may source alternative routes to lodge his/her Complaint. If further to the investigation conducted by the Company, the Complaint of the Customer is rejected by the Company and/or is not resolved, the Complainant may lodge an appeal to the FSA, in order for the required enforcement actions to be taken. More information for the Customer is accessible via the FSA website https://fsaseychelles.sc/complaint-handling and also below:
Financial Services Authority (FSA):
It is mandatory for complainants to fill in the Complaints Handling Form before any complaint is investigated by the Financial Services Authority.
All the information indicated on the form must be provided. The Complaint Handling Form, which is available on the FSA website can be submitted by any of the following ways:
Policy (Information & Communication Unit)
Financial Services Authority
Bois De Rose Avenue
P.O Box 991, Victoria
You may maintain your complaint with the Financial Services Authority, however, please note that the FSA does not have restitution powers and therefore does not investigate individual complaints. It is understood that your right to take legal action remains unaffected by the existence or use of any complaints procedures referred to above.