Complaints Policy

Complaint handling policy
Traders Trust Limited (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 withregards to the provision of the services provided by the Company. A complaint form is enclosed at the end ofthis Policy.

Procedure
The Compliance Officer shall be responsible for handling Client complaints, except in the case where thecomplaint 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: complaints-sc@ttcm.com▪ Postal Address: Room B11, First Floor, Providence Complex, 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 aposition to resolve the issue then the Compliance Officer will notify you in writing stating the reasons forthe 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 hesubmitted his complaint;
4. In the case where the complainant is still not satisfied with the Company’s final response, then thecomplainant can refer his complaint with a copy of the Company’s final response to the Financial ServicesAuthority (FSA) in Seychelles for further examination.

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

Phone:
Fax:
Email:PO Box 991
Bois de Rose Avenue
Roche Caiman Victoria, Mahe, Republic of Seychelles(+248) 438 08 00(+248) 438 08 88
complaints@fsaseychelles.sc

Website:http://fsaseychelles.sc/index.php/contact-us

Client Records
The Client should provide all relevant documentation as well as any additional information requested by theCompliance Officer in order to ensure all records are collected and the complaint is properlyresolved on time.
All records will be kept safe as per local requirements and for a period of seven (7) years.
The complaint form can be found in the next page

A. Client Information:
Name:

Account Number:

Address:

Telephone Number:

B. Brief Summary of the Complaint:
Please describe the product or service you are complaining about (description, evidence, amount andsuggested way to be solved):-Please enclose any other relevant documentation that may help us to handle the complaint.
Possible documentation to be provided (client statement, correspondence with the Company as well as
any other supporting documentation to be requested by the Compliance Officer which is relevant to theClient’s complaint)

Date and place

Client Signature

For internal use onlyComplaint received by:Date:

Acknowledgement sent to Client:

Yes -

No

Informed Client of initial action:

Yes -

No

Final response provided to Client:

Yes -

No

Holding response provided to Client:

Yes -

No -

Signature of Compliance Officer:

Date:

N/A