1. Purpose
This Policy explains how to raise a complaint with GCC Brokers, how we handle it, and how long it will take. It applies to clients of either Contracting Entity, as defined in the Client Agreement.
Most issues are resolved quickly and directly. Please start with Stage 1 — it is nearly always the fastest route to an answer.
2. What this Policy covers
A complaint is any expression of dissatisfaction about our services, our conduct, or the operation of your account — including execution, pricing, charges, deposits and withdrawals, the trading platform, or how you have been treated.
This Policy does not change the outcome of a trade. Dissatisfaction with a trading loss is not by itself a complaint we can remedy, unless the loss arose from something we did wrong.
3. Stage 1 — Raise it with us directly
Contact your account manager, or our support team using the details published on our website. Tell us what happened and what you would like us to do.
Many issues — a charge you did not expect, a platform question, a withdrawal that has not arrived — can be explained or corrected on the spot. We would much rather resolve something with you in a conversation than have it become a formal matter, and we will always try to do so first.
4. Stage 2 — Make a formal complaint
If Stage 1 has not resolved the matter, or you would prefer to go straight to a formal complaint, write to our Compliance team at the complaints address published on our website.
To help us investigate, please include:
- your name and trading account number;
- what happened, with dates and times, and the account, order or transaction numbers concerned;
- any correspondence, screenshots or statements you are relying on; and
- what outcome you are looking for.
5. How we handle it
| Acknowledgement | Within 5 Business Days of receiving your complaint. |
| Investigation | We review the account records, order and execution history, communications and recordings relevant to the matter. |
| Final response | Within four weeks. If the matter is complex and we need longer, we will tell you why and when to expect our answer, and in any event we will respond within eight weeks. |
Your complaint is handled by someone who was not directly involved in what you are complaining about. We may contact you for further information; if we do, responding promptly helps us keep to these timescales.
6. Our final response
Our final response will tell you what we found, the basis for our conclusion, and what — if anything — we propose to do about it. Where we have got something wrong we will say so and put it right.
7. If you are still not satisfied
Please tell us. If our final response has not addressed something, or you have information we did not consider, come back to us and we will look again. A matter reopened with new information is very often resolved without going further, and we would rather reach the right answer than defend the first one.
If we cannot resolve it between us, you may pursue any remedy available to you. Clause 26 of the Client Agreement sets out the governing law and the forum for disputes with your Contracting Entity.
Nothing in this Policy or in the Client Agreement restricts any right you have to refer a matter to a regulator or other competent authority. Where your Contracting Entity is the Mauritius company, that includes the Financial Services Commission of Mauritius.
8. Records
We keep a record of every complaint, our investigation and our response, in accordance with applicable law and our licence conditions. Those records are available to our regulator on request.
9. Changes to this Policy
We may amend this Policy at any time by publishing an updated version on our website. The version published at the time of your complaint applies.