Complaint Handling

Contact
Careers
News

About
Legal Framework
Enforcement
Regulated Entities
Applying for a License
VASP
AML-CFT
Media Corner

Complaint Handling

You are here:
Home
Complaint Handling

Complaints Handling

The Authority is obliged to recognize the need for transparency and fairness.

In this regard, the Complaints Handling Guideline document establishes the procedure that the Authority will follow, upon receiving a complaint against a licensee and any other specified entities under the regulatory scope of the Authority, and complaints in respect to the way in which the Authority has carried out its functions.

For the purposes of this guidelines “complaint” means any expression of dissatisfaction about;

the manner in which the Authority has carried out its functions;
the conduct of the Authority’s management, employees or persons acting on its behalf in the purported exercise of such functions; and
complaints connected with the operations or management of licensees.

It is mandatory that when filling the complaint form below:

As per section 9 of the Financial Consumer Protection (Complaint Handling) Regulations, complainants shall allow the financial services provider 21 business days from the date of lodging a complaint for a determination before escalating their complaint to the Authority.
Provide proof of their submission of complaint to the financial services provider as per its complaint handling policy and other relevant documents to support their claim before any complaint is investigated by the Authority.
All fields indicated on the form must be completed, and provide all supporting documents relevant to the complaint.
Complaints must be made in “English, Creole or French” any information or documents provided in other languages, are required to have certified English, Creole, or French translation.

All mandatory fields indicated on the form by the * must be completed.

1: Details of the Complainant

Add custom freetext or HTML code

Title *

Full Name *

Gender *

Age *

Nationality *

Passport / National Identification Number of Country of Citizenship *

Home / Business Address *

Mobile Number *

Email address *

Country of Residence *

Applying on behalf of the complainant? *

Yes

2: Details of the person lodging the complaint on behalf of the complainant (if applicable)

Add custom freetext or HTML code

Title

Full Name

Gender

Age

Nationality

Passport / National Identification Number of Country of Citizenship

Home / Business Address

Telephone Number

Email Address

Country of Residence

Relationship to the Complainant

Reason for lodging the complaint on behalf of the Complainant

3: Details of Entity/Person against which/whom the complaint is being lodged

Add custom freetext or HTML code

Name of Entity/Person *

Address of Entity/Person *

Telephone Number *

Email Address *

Website / URL Address

4: Details of the incident

Add custom freetext or HTML code

Nature of Complaint *

If other please specify

Date and Time of Occurence *

Complainant Account Number/Player ID/ Policy Number (if applicable)

Date of complaint lodged with the Entity *

Means of communication in lodging the complaint *

Name of the contact person assigned to the complaint *

Currency and amount or estimated Loss/Claim *

Date and Outcome of complaint lodged with the Entity *

Type of product, service or issues raised in the complaint *

Subject and Description of the Complaint *

Kindly describe precisely the facts of your complaint clearly, legibly and in chronological order. You are encouraged to describe the occurrences leading up to the complaint, the actions you have already taken to resolve the matter, and to provide information on any breach of the terms and conditions entered into, amongst other (Provide Proof. If this complaint relates to Virtual Assets, provide the wallet address and the transaction) *

Complainant’s desired outcome of the complaint lodged (it is important to disclose the amount claiming for the loss. If this relates to virtual assets, provide the value of the currency on the date of the event supported by the amount used. Provide bank statement, fees and commissions.) *

5: Declaration of Complainant

Add custom freetext or HTML code

By submitting this complaint form, I understand that I am making a request for an investigation of this matter by the Financial Services Authority (FSA) and I hereby consent for the FSA to relay or seek necessary information from relevant parties to enable the conduct of its enquiries relating to this complaint.

I declare that all information provided on the pages of this form and on any pages that I attach hereto are true and factual to the best of my knowledge.

I further understand that if I have knowingly, intentionally or willfully made false statements or intentional misrepresentations, I may be subjected to the penalties for offences in accordance to section 43(1) of the Financial Services Authority Act 2013.

Signature of the Complainant *

Name *

Date *

6: Checklist

Below is a checklist, advising of the type of information which should be attached to the Complaint Form.

DOCUMENTS TO BE SUBMITTED

List of documents in support of your complaint enclosed with this form (Please enclose copies of all relevant documents e.g. Correspondences, Agreements, Proof of payments/invoices etc.)

Below is a checklist, advising of the type of information which should be attached to the Complaint Form.

Note: All submissions of supporting documents that are not in English must be accompanied by the relevant English translations.

Clearly state the name of the documents uploaded with date

Proof of formal complaint lodged with the entity or person concerned

Upload File *