#Summary of Complaints Handling Policy

#Contents

• Summary of Complaints Handling Policy
• 1. Overview
• 2. Submitting an Enquiry
• 3. Submitting a Complaint
• Step 1 – Complete the Complaint Form
• Step 2 – Submit the Complaint
• Step 3 – Complaints by Authorised Representatives
• Step 4 – Acknowledgement
• Step 5 – Investigation & Resolution
• 4. Outcome and Communication
• 5. Vulnerable Complainants
• 6. Record Keeping and Monitoring
• 7. Escalation to the Financial Services Authority (FSA)
• Financial Services Authority (FSA)
• 8. Contact Us

#Summary of Complaints Handling Policy

#1. Overview

CAVEO FX Limited (the “Company”), operating under the trade name CAVEO FX, is licensed and regulated by the Financial Services Authority (FSA) Seychelles under license number SD213 with its registered address at IMAD Complex, 3rd Floor, Office 12 Ile Du Port, Mahe Seychelles.

We are committed to maintaining a fair, transparent, and efficient process for handling all client enquiries and complaints.

This document provides a summary of our complaints handling process. We follow a detailed internal policy that fully complies with the FSA Seychelles’ Complaint Handling Regulations to ensure every complaint is managed fairly and efficiently.

This document explains how you can raise a concern and how we will manage, acknowledge, and resolve it.

This process applies to current customers, former customers, and prospective customers who have interacted with the Company’s products or services.

#2. Submitting an Enquiry

If you have a question or need clarification about our services, you may contact us via:

📧 [email protected]
💬 Live Chat via our website

We aim to resolve most enquiries within three (3) business days.
If more time is needed, we will inform you and keep you updated.

#3. Submitting a Complaint

If you are dissatisfied with our products or services, you may file a formal complaint.

#Step 1 – Complete the Complaint Form

• Download and fill in the Complaint Form available here.
• Provide accurate details and complete information, including the date and nature of the issue and any supporting documentation (e.g., statements, correspondence, screenshots).

If you cannot access the form electronically, please contact us for assistance.

#Step 2 – Submit the Complaint

• Email the completed and signed form to:
  📧 [email protected]
  You may also reach out via any official communication channel shown on our website for initial guidance.

#Step 3 – Complaints by Authorised Representatives

Complaints may be submitted by a third party authorised in writing by the complainant.
The Company may request, where reasonably necessary:

• Identification of both the complainant and representative;

• Confirmation of the relationship between them;

• The reason the complainant cannot lodge the complaint personally; and

• A signed authorisation letter from the complainant; and

• Any additional information required to verify the representative’s authority.

#Step 4 – Acknowledgement

All acknowledgements and responses will be provided in writing via a durable medium, such as email or letter. You will receive a written acknowledgement within two (2) business days including a unique complaint reference number. The acknowledgement will also confirm the expected timeframe for our response and provide contact details for the team handling your complaint.

Please use this reference number in all future correspondence.

#Step 5 – Investigation & Resolution

The Company will review your complaint impartially, independently, and fairly, and aim to provide a final response within twenty-one (21) business days of receipt.

If the matter is complex and requires more time, we will notify you in writing of the reason for the delay and provide an updated timeframe (up to ninety (90) business days maximum).

Raising a complaint will not affect your relationship with the Company. We will not penalise, discriminate against, or disadvantage any customer for submitting a complaint or enquiry.

#4. Outcome and Communication

Once our investigation is complete, we will send you a Final Response Letter summarising:

• Your complaint and the issues considered;

• The investigation outcome;

• Any corrective or remedial action offered;

• The timeframe to accept or decline the proposed remedy; and

• Your right to escalate the complaint to the FSA if you remain unsatisfied.

A complaint is treated as closed when:

1. the matter has been resolved;
2. the complainant has accepted the proposed outcome; or
3. the complainant fails to respond within a reasonable period after being informed of the outcome.

Closure of a complaint does not affect the complainant’s right to refer the matter to the FSA.

#5. Vulnerable Complainants

We recognise that some customers may be vulnerable due to personal circumstances (e.g. age, disability, language barriers, financial hardship).
Such cases are handled with extra care, confidentiality, and priority.

Where appropriate, an authorised representative may act on the complainant’s behalf, subject to verification requirements set out in Step 3 above (Complaints by Authorised Representative). Please use the form here in this case.

#6. Record Keeping and Monitoring

All complaints are recorded in our Complaints Register and retained for seven (7) years in line with applicable Seychelles laws.
All personal information is handled confidentially and used solely for the purpose of investigating and resolving complaints.

#7. Escalation to the Financial Services Authority (FSA)

If you are dissatisfied with our final response, you may refer the matter to:

#Financial Services Authority (FSA)

Bois De Rose Avenue, P.O. Box 991, Victoria, Mahé, Seychelles
📧 [email protected]
🌐 https://fsaseychelles.sc/complaint-handling
📄 FSA Complaint Form Download

#8. Contact Us

For any assistance regarding this process, please contact:
📧 [email protected]
🌐 https://caveofx.com