EVER FINANCIAL (GLOBAL) LIMITED
1. PURPOSE
Ever Financial (Global) Limited (the Company) is committed to handling complaints fairly, promptly and consistently. This Policy explains how a client may raise a complaint about the Company’s services, products, staff, communications or the handling of the client’s account.
This Policy applies to complaints made in connection with services provided through investingff.com or any related Company communication channel. It does not prevent a client from exercising any right available under applicable law.
2. MAKING A COMPLAINT
A complaint should be made directly to the Company using the contact details published on investingff.com. The complaint should be submitted in writing wherever possible, so that the Company has a clear record of the issue raised.
To assist the Company in reviewing the matter, the client should provide their full name, registered email address, account number where applicable, a clear description of the complaint, relevant dates and supporting documents or evidence. The Company may request further information where it is reasonably required to investigate the complaint.
The Company will acknowledge receipt of the complaint as soon as reasonably practicable. Submission of a complaint will not affect the client’s obligation to comply with the Terms of Business or any outstanding obligations owed to the Company.
3. REVIEW OF THE COMPLAINT
The Company will investigate the complaint objectively and will review the relevant records, communications, transactions and any other information necessary to understand the matter. The complaint may be reviewed by a person who was not directly involved in the circumstances giving rise to it, where appropriate.
The Company may contact the client during the review process to clarify the complaint, request further documents or explain an issue identified in the records. The client should respond promptly so that the Company can complete its review without unnecessary delay.
The Company will treat information received in connection with a complaint as confidential, subject to disclosure where required by law, regulation, a competent authority or the proper handling of the complaint.
4. COMPANY RESPONSE
The Company will provide the client with a written response within 14 days of receiving the complaint. The response will set out the outcome of the review and, where appropriate, the reasons for the Company’s decision and any action the Company proposes to take.
If the Company cannot complete its review within 14 days because additional information, a third-party response or further investigation is required, it will inform the client of the reason for the delay and provide an indication of when a substantive response is expected.
Where the complaint is upheld in whole or in part, the Company will consider appropriate remedial action in light of the circumstances. A response to a complaint does not constitute an admission of liability unless the Company expressly states otherwise in writing.
5. ESCALATION TO THE FINANCIAL SERVICES COMMISSION
If the client is not satisfied with the Company’s final response, the client may raise the matter with the Financial Services Commission, Mauritius (FSC), subject to the FSC’s applicable procedures, eligibility criteria and jurisdiction.
The client should provide the FSC with a copy of the complaint submitted to the Company, the Company’s response and any relevant supporting documents. The FSC may require the client to first allow the Company a reasonable opportunity to address the matter through this complaints process.
The Company will cooperate with the FSC and provide information where required by applicable law or regulation. Nothing in this Policy restricts the FSC’s powers or the client’s right to seek independent legal advice.
6. RECORDS AND REVIEW
The Company will maintain records of complaints, the steps taken to investigate them and the outcome reached. Complaint records may be used to identify recurring issues, improve systems and controls, and support the Company’s regulatory and compliance obligations.
This Policy may be amended from time to time. The current version will be made available on investingff.com or provided on request.