COMPLAINTS PROCEDURE

Zeal Capital Market (Seychelles) Limited, including its subsidiaries and affiliates (hereinafter “Zeal”), is committed to delivering products and services with absolute transparency and integrity, prioritizing client satisfaction and fair business practices.

As required by Financial Consumer Protection Act 2022 (henceforth “Act”), Zeal has an internal Complaints Policy in place, and the Complaints Procedure available on Zeal’s website to inform all its financial clients about the procedures to be followed for lodging a complaint.

If any client has received or believed to has received a dissatisfied service, unfair/unethical treatment or any other disappointing situation, she/he may report the incident through the following manner:

Email: customercare@zfx.com
Address: Room 2, Green Corner Building,
Providence Industrial Estate,
Mahe, Seychelles

All complaints will be handled by Zeal’s Complaint Handling Unit. Below are the five basic steps process:

  1. Accepting incoming complaints;
  2. Screening and documenting the complaints;
  3. Investigate the complaints;
  4. Resolve and report the complaints; and
  5. Retain the necessary documents.

Zeal will acknowledge receipt of the complaint within two (2) business days with the following details:

  1. the timeframe by when the complainant will receive a response;
  2. the details of a designated person to contact regarding the complaint; and
  3. the complainant with a reference number for the complaint.

The complaint shall be assigned to the relevant department(s) for a thorough investigation. A formal response shall be provided to the complainant within twenty-one (21) working days from the date of receipt. In circumstances where the matter is exceptionally complex, the resolution period may be extended to a maximum of ninety (90) business days, with appropriate notification provided to the complainant.

The investigation will be conducted in a confidential manner. During the investigation, Zeal may request the complainant to provide relevant information or documentation to understand better the situation before making any conclusion.

The complaint record may be kept for seven (7) years and may be submitted to the relevant regulatory authority when required.