Complaints

Making a complaint

Fort Nami Limited is committed to handling client complaints fairly, promptly and appropriately.

If you are dissatisfied with a service provided by Fort Nami Limited, you may submit a complaint to us in writing.

Complaints may be sent to:

Fort Nami Limited
1st Floor
The Country Side
Vivea Business Park
Saint Pierre
Moka
Mauritius

Email: info@fort-nami.com

Information to include

To help us review your complaint, please provide, where applicable:

• your full name and contact details;
• your client or account reference;
• a clear description of the matter giving rise to the complaint;
• relevant dates and transactions;
• copies of relevant correspondence or documents; and
• the outcome or resolution you are seeking.

How complaints are handled

Fort Nami Limited will acknowledge and investigate complaints in accordance with its internal complaints handling procedures and applicable legal and regulatory requirements.

Complaints will be reviewed fairly and by appropriately authorised personnel.

We may contact you if additional information is required to investigate your complaint.

Following completion of our review, we will communicate our response and, where appropriate, any proposed resolution.

Regulatory or external escalation

Where applicable, information concerning any available right to refer a complaint to a competent external authority or dispute-resolution body will be provided in accordance with applicable Mauritius law and regulatory requirements.