Complaint Handling Policy

Thunder Markets Ltd (hereinafter the “Company”) aims to provide superior services to all of its clients.

The Company has appointed a Compliance Officer to efficiently handle any complaints from the Clients. This is to allow the Company to resolve and apply mandatory measures to avoid any recurring issues.

Definition

The Company classifies a complaint as any objection and/or dissatisfaction that the Client may have with regards to the provision of the services provided by the Company. A complaint form is enclosed at the end of this policy.

Procedure

The Compliance Officer shall be responsible for handling Client complaints, except in the case where the complaint involves the Compliance Officer, whereby the complaint shall be handled by the Representative Officer.

The Client may register a complaint by completing the complaint form, using any of the following options:

• Email: [email protected]
• Postal Address: Thunder Markets Ltd
  CT House, Office 9A
  Providence, Mahe
  Seychelles

1. When the Compliance Officer receives the Client’s complaint then a written
   acknowledgement will be sent to the Client within 7 business days;
2. The Company will attempt a final response within 30 business days, however in case
   we are still not in a position to resolve the issue then the Compliance Officer will
   notify you in writing stating the reasons for the delay and indicate an estimated time
   to resolve the issue;
3. A final response should be provided to the Client within 60 business days the latest
   from the date he submitted his complaint;
4. In the case where the complainant is still not satisfied with the Company’s final
   response, then the complainant can refer his complaint with a copy of the Company’s
   final response to the Financial Services Authority (FSA) in Seychelles for further
   examination.

The contact details for the Financial Services Authority (FSA) in Seychelles are set out below:

• Address: PO Box 991, Bois de Rose Avenue, Roche Caiman Victoria, Mahe, Republic of Seychelles
• Phone: (+248) 438 08 00
• Fax: (+248) 438 08 88
• Email:[email protected]
• Website:https://fsaseychelles.sc/contact-us

Client Records

The Client should provide all relevant documentations as well as any additional information requested by the Compliance Officer in order to ensure all records are collected and the complaint is properly resolved on time.

All records will be kept safe as per local requirements and for a period of seven (7) years.