Complaints Policy

1. Our Commitment

Montrock Ltd is committed to providing a high standard of service. If you are dissatisfied with any aspect of our service, we encourage you to raise your concerns so we can address them promptly and fairly.

2. How to Complain

Complaints may be submitted by email to complaints@mon-trock.com or in writing to the Compliance Officer at our registered office. Please include your account details, a description of your concern, and any relevant supporting documentation.

3. Complaint Handling Process

• Acknowledgement: We will acknowledge receipt of your complaint within 5 business days.
• Investigation: Your complaint will be investigated by the Compliance department independently of the business area concerned.
• Resolution: We aim to provide a final response within 4 weeks. If more time is required, we will notify you and explain the reasons for the delay.
• Escalation: If you remain dissatisfied with our final response, you may escalate your complaint to the Financial Services Commission of Mauritius.

4. Record Keeping

All complaints and their outcomes are recorded and reported to senior management and the Board. Complaint data is analysed to identify and address systemic issues.