This document is issued by Bharat Sky Limited ("Bharat Sky", "we", "us", "our"), Company No. 236998, licensed by the Financial Services Commission of Mauritius as an Investment Dealer (Full Service Dealer, excluding Underwriting), Licence No. GB26206475.
If something has gone wrong, we want to know. This policy explains how to complain and how we handle it.
1. Our commitment
We aim to resolve every complaint fairly, promptly and transparently. This policy explains how to make a complaint and what happens next. Making a complaint is free.
2. How to complain
Send your complaint to support@bhaaratsky.com, with "Complaint" in the subject line, along with your account number, a description of the issue, the dates involved, any supporting documents, and the outcome you are seeking. You may also write to us at our registered address. If you are unsure whether your issue is a formal complaint, the same address can help you decide.
3. What happens next
- We acknowledge your complaint in writing within two business days and give you a reference number.
- A member of our compliance function who was not involved in the matter reviews it, gathering platform logs, trade records and correspondence as needed.
- We aim to give you a final written response within 15 business days of receipt. If the matter is complex and we need longer, we will tell you why and when to expect our response, which will be no later than eight weeks from receipt.
- Our final response will set out our findings, any action we will take, and your options if you disagree.
4. If you are not satisfied
If you disagree with our final response, or have not received one within eight weeks, you may refer your complaint to our regulator: the Financial Services Commission of Mauritius, FSC House, 54 Cybercity, Ebene 72201, Republic of Mauritius, www.fscmauritius.org. Please include a copy of your complaint to us and our response.
As a Global Business Licence holder, Bharat Sky Limited does not fall within the remit of the Office of the Ombudsperson for Financial Services, Mauritius. Referral to the FSC does not affect your right to take legal action.
5. Record keeping
We keep a record of every complaint and its outcome for at least seven years and report on complaints to the FSC as required. We review complaints regularly to identify and fix the root causes of recurring issues.