Complaints Procedure

IST Markets aims to treat every client fairly. If you are unhappy with our service, we want to hear about it so we can put things right. Making a complaint is free of charge and will not affect how we treat you.

Please send your complaint in writing to the contact options on istmarkets.com, including:

• your full name, account number (if you have one) and contact details;
• a clear description of the issue, including dates, times and ticket or order numbers where relevant;
• any supporting documents or screenshots; and
• what you would like us to do to resolve it.

You can write in English or Arabic. Many issues can be solved quickly by our support team, so you may wish to contact them first.

• We will acknowledge your complaint promptly in writing and give you a reference number.
• It will be investigated by staff who were not involved in the matter complained about.
• We may ask you for further information to help us investigate.
• We will keep you informed of progress and send you a final written response explaining our decision and the reasons for it.

If you are not satisfied with our final response, you may be able to refer your complaint to the Financial Services Commission (FSC) of Mauritius, which licenses us (licence No. GB22200573), or to the Office of the Ombudsperson for Financial Services in Mauritius, subject to their eligibility criteria and time limits.

You may also have the right to take legal action. Referring your complaint to us first does not affect that right.

We keep records of all complaints and our responses, and review them regularly to improve our services, in line with our regulatory obligations.