Information on our
Complaints Procedure
In the unlikely event that you feel dissatisfied with any aspect of our service, please contact our
Client Support team. Most issues can be reviewed and resolved at this level.
If our Client Support team cannot resolve the matter, or if you wish to raise a formal complaint, you may refer the matter to our Compliance Department. Please set out your complaint clearly, preferably in writing, and include any relevant account details, transaction references, correspondence, or supporting documents.
Our Compliance Department will impartially review the complaint to understand what happened, assess whether we acted fairly, and determine whether we met our contractual, regulatory, and other obligations. We will acknowledge your complaint within 5 business days and provide a final written response within a maximum of 8 weeks from the date we receive your complaint.
Complaints may be submitted to:
Base Markets, C/O Credentia International Management Ltd, The Cyberati Lounge, Ground Floor,
The Catalyst, Silicon Avenue, 40 Cybercity, 72201 Ebène, Republic of Mauritius
If you remain dissatisfied with our final response, you may escalate your complaint to the Financial Services Commission of Mauritius through the FSC Online Complaints Portal: https://complaints.fscmauritius.org/
Please note that the FSC no longer accepts complaints submitted by telephone, email, through the contact section of the FSC website, nor in person.
In circumstances where a matter is not expressly covered by our Client Agreement, legal documents, or internal policies, we will seek to resolve the matter in good faith, fairly, consistently, and, where appropriate, in accordance with applicable market practice.
Please review our Complaints Handling Policy for more information.