Making a complaint.
Our compliance officer reviews every complaint under our published complaints policy. If you aren't satisfied with the answer, you can ask for it to go to our directors, and then to the Financial Services Commission, Mauritius.
At a glance
- [email protected]
- Reviewed by
- Our compliance officer
- Our aim
- 5 business days, normally within 30
- If not resolved
- Our directors, then the FSC
What happens to your complaint.
- 1
Tell us
Email [email protected] or write to our office
- 2
Review
Our compliance officer looks into it
- 3
Answer
We aim for 5 business days, and normally answer within 30
- 4
Escalate
To our directors, then the FSC
How to complain.
- By email
- [email protected]
- By post
- Compliance Officer, OFinancial LLC, c/o SALVUS (Mauritius) Ltd, Ground Floor, Silver Bank Tower, 18 Bank Street, Cybercity, Ebene 72201, Mauritius
- In person
- At our principal place of business, Monday to Friday, 8:00 to 17:00 (GMT+4)
- Who reviews it
- Our compliance officer, who looks into it and replies in writing
- How long it takes
- We aim to resolve complaints within 5 business days, depending on the issue, and normally within 30 business days. If a complex complaint will take longer, we tell you why.
- If you aren't satisfied
- Ask for it to go to our directors, then take it to the Financial Services Commission, Mauritius
What to include.
- Your full name and MetaTrader 5 account number
- What happened, with dates and times
- Trade or ticket numbers, if it's about a trade
- Screenshots or emails that show the problem
- What you'd like us to do to put it right
- An email address we can reply to