Institutional Only|Drovix does not deal with individual investors and does not accept deposits or provide retail trading services.
Drovix (MU) Ltd
Authorised and regulated by the Financial Services Commission (FSC) of Mauritius
Investment Dealer (Full Service Dealer) excluding Underwriting, License No. GB21026813
Registered Address: C/o SALVUS (Mauritius) Ltd, Silver Bank Tower, Ground Floor, 18 Bank Street, Cybercity, Ebene 72201, Mauritius
Website: www.drovix.com
IMPORTANT NOTICE: The services described in this document are available exclusively to institutional investors, professional investors, and qualified counterparties.
Drovix (MU) Ltd (hereinafter referred to as "the Company") is an alternative asset manager specialising in systematic investing. The Company is committed to maintaining the highest standards of service in its relationships with institutional and professional investors. The Company is authorised and regulated by the Financial Services Commission (FSC) of Mauritius under Investment Dealer (Full Service Dealer) excluding Underwriting, License No. GB21026813. This Complaints Handling Procedure sets out the process by which the Company handles complaints from investors and counterparties in a fair, transparent, and timely manner, in compliance with the applicable rules and guidelines of the FSC.
For the purposes of this Procedure, a "complaint" is defined as any written expression of dissatisfaction by an investor, prospective investor, authorised representative, or counterparty regarding the investment management services and/or ancillary services provided by the Company, where the complainant alleges that they have suffered (or may suffer) financial loss, material distress, or material inconvenience. The following are not considered complaints: general inquiries regarding the Company's strategies, services, or operational matters; requests for investor reporting or documentation; routine administrative requests; and expressions of dissatisfaction that do not allege any loss or prejudice.
Investors and counterparties may submit complaints through:
The complaint should include:
Written acknowledgement within 2 Business Days, including a unique reference number for tracking purposes.
Thorough and impartial investigation, including reviewing records, consulting relevant departments, and obtaining statements as appropriate.
The Company will endeavour to resolve complaints within 5 Business Days; complex cases may require up to 30 calendar days.
The final response will include a summary of the complaint, a description of the investigation, findings, any remedial action, and information on escalation rights.
If not satisfied with the final response, or if no response is received within 30 calendar days, the complainant may escalate to:
Financial Services Commission (FSC)
FSC House, 54 Cybercity, Ebene 72201, Mauritius
Tel: +230 403 7000
Website: www.fscmauritius.org
Complaint records are retained for a minimum of 7 years.
The Company reports to the FSC periodically as required.
All complaints are handled fairly and impartially.
This Procedure is reviewed at least annually.
The following form template may be used when submitting a complaint. A downloadable version is available on the Company's website.
| Field | Details |
|---|---|
| Investing entity | |
| Authorised representative | |
| Contact details | |
| Clear description of the issue | |
| Relevant dates | |
| Details of relevant transactions | |
| Supporting documentation | (List any attachments) |
| Outcome sought | |
| Date of submission | |
| Signature |
Drovix (MU) Ltd | Financial Services Commission (FSC) of Mauritius | License No. GB21026813