Filing a Complaint
MERJ is committed to fair and transparent handling of customer complaints in accordance with the Seychelles Financial Services Consumer Protection Act. If you have a complaint regarding our services, platform, or any related matter, you can follow the steps below to submit your concern.
Before submitting a complaint, please review the Frequently Asked Questions (FAQ) contained in this article.
How to Submit a Complaint
Use the Online Complaint Form
Submit your complaint through our dedicated complaints portal. Our compliance team will review your submission and respond accordingly.
Regulatory Escalation (If Applicable)
If your complaint is not resolved satisfactorily, you may escalate it to the Seychelles Financial Services Authority (FSA) at:
📌 Website: www.fsaseychelles.sc
📌 Email: complaints@fsaseychelles.sc
Complaint Handling Process & Response Times
🔹 Acknowledgment – You will receive a confirmation within 2 business days after submission.
🔹 Investigation – Our team will review your complaint and may contact you for additional details.
🔹 Resolution – We aim to provide a response or resolution within 30 days, depending on complexity.
If more time is needed, we will notify you with an expected timeline.
Additional Notes
✅ Complaints must include full details, including your account information, nature of the issue, and any supporting documents.
✅ Complaints related to fraud, misconduct, or regulatory violations may be subject to additional investigation by the FSA or relevant authorities.
Frequently Asked Questions (FAQs) – Filing a Complaint
1. Who can file a complaint?
Any MERJ user, investor, issuer, or platform participant who believes they have a valid concern regarding MERJ’s services, trading platform, or regulatory compliance can file a complaint.
2. What types of complaints can I submit?
You can submit complaints related to:
- Account issues (e.g., access problems, verification delays)
- Trading disputes (e.g., order execution, pricing concerns)
- Fees & charges (e.g., incorrect deductions, unclear charges)
- Customer support issues (e.g., unresolved tickets)
- Regulatory compliance concerns (e.g., alleged violations of securities laws)
4. What information should I include in my complaint?
To ensure a faster resolution, include:
✅ Your full name and MERJ account details
✅ A clear description of the issue, including dates and relevant transactions
✅ Any supporting documents, screenshots, or emails
✅ The desired resolution or outcome you are seeking
5. How long does it take for MERJ to respond to my complaint?
- Acknowledgment: Within 2 business days
- Review & Investigation: Typically completed within 30 days (depending on complexity)
- Final Resolution: If additional time is required, MERJ will provide an estimated timeline
If you are not satisfied with the resolution, you may escalate your complaint to the Seychelles Financial Services Authority (FSA):
📌 Website: www.fsaseychelles.sc
📌 Email: complaints@fsaseychelles.sc
7. Will filing a complaint affect my ability to trade or use MERJ services?
No. Filing a complaint will not impact your ability to trade or use MERJ services unless it involves regulatory concerns requiring account suspension (e.g., AML/CFT investigations).
8. Can I submit a complaint anonymously?
While we encourage providing full details for an effective resolution, anonymous complaints related to fraud, misconduct, or regulatory violations may be submitted for review. However, investigations may be limited if insufficient details are provided.
9. Is there a fee for filing a complaint?
No, submitting a complaint to MERJ or the Seychelles FSA is completely free.
10. Can I track the status of my complaint?
Yes. If submitted via the Online Complaint Form, you will receive a case number and email updates on the progress of your complaint.