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Complaints Policy.

At ASMX Pro (Seychelles) Ltd, we are committed to providing a fair, transparent, and professional service to all our clients. We recognise that, on occasion, things may not go as expected. When this happens, we believe it is important that you can raise your concerns easily and that those concerns are handled promptly, fairly, and consistently.

This Complaints Policy explains who can make a complaint, how to submit one, what happens after a complaint is received, and the timescales you can expect. It is designed to help you understand the process clearly and to reassure you that complaints are taken seriously, investigated independently, and resolved in line with applicable laws and regulatory requirements.

Making a Complaint

You can make a complaint if you are a customer or potential customer of ASMX Pro. Someone else, such as an adviser, may complain on your behalf if they have your written permission.

Complaints must be made in writing. To submit a complaint, please email us at:

trading@asmx.pro

Please include:

  • Your name and contact details
  • Your account number
  • A clear explanation of what has gone wrong
  • Any documents or evidence that may help us understand the issue
  • What outcome you are seeking

What Happens Next

We will confirm that we have received your complaint within two business days. Our reply will include a reference number and explain who is handling your complaint.

We aim to resolve most complaints quickly. Straightforward issues are usually resolved within five business days. More complex matters may take longer, but we aim to resolve all complaints within twenty-one working days wherever possible.

If your complaint needs more time, we will keep you informed and explain what is happening and why. In all cases, you will receive a final response no later than 90 working days from the date we receive your complaint.

Our Final Response

Our final response will explain:

  • What we investigated
  • What we found
  • Whether we believe we were at fault
  • Any steps we are taking to resolve the matter

If we offer a solution or settlement, we will explain what it involves and how long the offer remains open.

If You Are Not Satisfied

If you are unhappy with our final response, or if we do not respond within the required timeframes, you can contact our regulator for further guidance:

Financial Services Authority (FSA) Seychelles
PO Box 991, Victoria, Mahé, Seychelles
Telephone: +248 4380 800

Complaints Handling Policy Document

Download the full complaints handling policy document.

Download PDF