Complaint Handling Procedure

1.1. A complaint is any expression of dissatisfaction by a client (or potential client) relating to the provision of, or failure to provide, a financial service or product, which alleges that the complainant has suffered (or may suffer) financial loss, material distress, or material inconvenience.

1.2. General enquiries, requests for information, or routine service requests (such as password resets or account queries) are not considered complaints and should be directed to our support team at support@nexttrade.com.

2.1. Complaints should be submitted in writing to our Compliance Department using one of the following methods:

2.2. When submitting a complaint, please include:

• Your full name and trading account number;
• A clear description of the complaint, including relevant dates, trade numbers, and any other supporting details;
• The outcome you are seeking (e.g., financial compensation, correction of an error, explanation of a decision);
• Any supporting documentation (screenshots, correspondence, trade confirmations, etc.).

3.1. Upon receipt of your complaint, we will send a written acknowledgement within 5 business days. The acknowledgement will include:

• A unique complaint reference number for tracking purposes;
• The name and contact details of the person handling your complaint;
• An outline of the next steps in the investigation process.

4.1. The Compliance Department will conduct a thorough and impartial investigation of your complaint. This may involve reviewing relevant records, trade data, correspondence, and consulting with relevant departments.

4.2. We aim to provide a final response within 30 business days of receiving your complaint. The final response will include:

• A summary of the complaint and the issues raised;
• The findings of our investigation;
• Our decision and the reasons for it;
• Any remedial action or compensation offered, if applicable;
• Information about your right to escalate the complaint if you are not satisfied.

4.3. If we are unable to provide a final response within 30 business days, we will inform you of the reason for the delay and provide an estimated timeframe for resolution.

5.1. If you are not satisfied with the outcome of our investigation, you may request a review by a senior member of the Compliance team. Please submit your request in writing to compliance@nexttrade.com, referencing your complaint reference number.

5.2. The senior review will be conducted within 15 business days of receiving your escalation request. You will receive a written response with the outcome of the review.

6.1. If you remain dissatisfied after exhausting the Company's internal complaint handling process, you have the right to refer your complaint to the Financial Services Commission (FSC) of Mauritius for external dispute resolution.

6.2. Referral to the FSC does not preclude you from seeking legal remedies through the courts of the Republic of Mauritius.

7.1. The Company maintains a register of all complaints received, including the nature of the complaint, the outcome, and any remedial action taken.

7.2. Complaint records are retained for a minimum of 7 years in accordance with Applicable Regulations.

7.3. The Company uses complaint data to identify systemic issues and to improve the quality of its services.

To submit a complaint or for any questions regarding our complaint handling process: