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.


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.


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:

  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

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

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.

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