Complaints Handling Procedure
Drovix (MU) Ltd
Authorized 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
Effective Date: March 2026 | Model: A-Book STP Execution
1. General
Drovix (MU) Ltd (hereinafter referred to as "the Company") is committed to providing the highest standards of service to its clients. The Company recognizes that, on occasion, clients may wish to express dissatisfaction with the services provided. This Complaints Handling Procedure (hereinafter referred to as "the Procedure") sets out the process by which the Company handles complaints in a fair, transparent, and timely manner.
The Company is authorized and regulated by the Financial Services Commission (FSC) of Mauritius under Investment Dealer (Full Service Dealer) excluding Underwriting, License No. GB21026813. This Procedure is established in compliance with the applicable rules and guidelines of the FSC regarding the handling of client complaints by Investment Dealers.
The Company maintains effective and transparent procedures for the reasonable and prompt handling of complaints and grievances received from clients. The Company shall maintain records of all complaints received and the actions taken in response to each complaint.
2. Definition of a Complaint
For the purposes of this Procedure, a "complaint" is defined as any written expression of dissatisfaction by a client (or prospective client) regarding the investment services and/or ancillary services provided by the Company, where the complainant alleges that they have suffered (or may suffer) a financial loss, material distress, or material inconvenience as a result of the Company's actions or omissions.
The following are not considered complaints under this Procedure: general inquiries regarding the Company's services, account features, or trading conditions; requests for information or technical support; and expressions of dissatisfaction that do not allege any loss or prejudice.
3. How to Submit a Complaint
Clients may submit complaints through the following channels:
- Email: compliance@drovix.com
- Online Complaint Form: Available on the Company's website at www.drovix.com/complaints
- Postal Mail: Compliance Department, C/o SALVUS (Mauritius) Ltd, Silver Bank Tower, Ground Floor, 18 Bank Street, Cybercity, Ebene 72201, Mauritius
To ensure prompt and effective handling, the complaint should include the following information:
- The Client's full name and Account number;
- Contact details (email address and telephone number);
- A clear and detailed description of the issue or concern;
- The date(s) on which the event(s) giving rise to the complaint occurred;
- Details of any disputed transactions, including order numbers where applicable;
- Any supporting documentation or evidence;
- The outcome or resolution sought by the Client.
4. Complaint Handling Procedure
4.1 Acknowledgement
Upon receipt of a complaint, the Company's Compliance Department shall send a written acknowledgement to the complainant within two (2) Business Days. The acknowledgement shall include a unique reference number for tracking purposes, the name and contact details of the officer handling the complaint, and an estimated timeline for resolution.
4.2 Investigation
The Compliance Department shall conduct a thorough and impartial investigation of the complaint. This may include reviewing relevant trading records, account histories, and system logs; consulting with relevant departments (trading, operations, IT, risk management); obtaining statements from Company personnel involved; and reviewing applicable policies, procedures, and regulatory requirements.
4.3 Resolution
The Company shall endeavor to resolve complaints within five (5) Business Days of receipt. Where a complaint is complex in nature and requires additional time for investigation, the Company shall inform the complainant within the initial five (5) Business Day period, providing an explanation for the delay and a revised estimated resolution date. In any event, the Company shall provide a final response within thirty (30) calendar days of receipt.
4.4 Final Response
The Company shall communicate its decision to the complainant in writing. The final response shall include a summary of the complaint; a description of the investigation conducted; the Company's findings and conclusions; any remedial action taken or proposed; and information regarding the complainant's right to escalate the matter if dissatisfied with the outcome.
5. Escalation
If the complainant is not satisfied with the Company's final response, or if the Company has failed to provide a final response within thirty (30) calendar days, the complainant may escalate the matter to the Financial Services Commission of Mauritius:
Financial Services Commission (FSC)
FSC House, 54 Cybercity, Ebene 72201, Mauritius
Telephone: +230 403 7000
Website: www.fscmauritius.org
The complainant should submit their escalation in writing, including a copy of the original complaint, the Company's final response (if received), and an explanation of why the complainant considers the response unsatisfactory.
6. Record Keeping
The Company shall maintain comprehensive records of all complaints received, including the nature and details of each complaint; the date of receipt and the unique reference number assigned; all correspondence and communications with the complainant; the investigation findings and actions taken; and the final outcome and any remedial measures implemented.
All complaint records shall be retained for a minimum period of seven (7) years after the termination of the business relationship or the resolution of the complaint, whichever is later, in accordance with the requirements of the FSC and applicable Mauritian legislation.
7. Reporting to the FSC
The Company shall report to the FSC on the number and nature of complaints received as part of its periodic regulatory reporting obligations. The Company shall also notify the FSC of any complaints that raise systemic issues, significant regulatory concerns, or potential material financial implications.
8. Fair Treatment
The Company is committed to ensuring that all complaints are handled in a manner that is fair, impartial, and free from bias. No client shall be subject to any adverse treatment or retaliation as a result of submitting a complaint. The Company shall treat all complainants with courtesy and respect throughout the process.
9. Review and Amendments
This Procedure shall be reviewed at least annually by the Compliance Department and senior management to ensure its continued effectiveness and compliance with applicable laws and regulations. The Company reserves the right to amend this Procedure at any time, with any material changes communicated to clients via the Company's website.
Appendix: Complaint Form
Clients may use the following form template when submitting a complaint. This form is also available for download on the Company's website.
| Field | Details |
|---|---|
| Full Name | |
| Account Number | |
| Email Address | |
| Telephone Number | |
| Date of Incident | |
| Order/Transaction Number(s) | |
| Description of Complaint | (Please provide a clear and detailed description) |
| Supporting Documents | (Please list any attached documents) |
| Desired Resolution | (Please describe the outcome you are seeking) |
| Date of Submission | |
| Signature |
Drovix (MU) Ltd | Financial Services Commission (FSC) of Mauritius | License No. GB21026813