COMPLAINTS HANDLING POLICY

This Complaints Handling Policy (“Policy”) outlines the procedures followed by Riyadex Financials (Pty) Ltd. (“the Company”, “we”, “us”) to ensure that client complaints are handled promptly, fairly, transparently, and in accordance with South Africa FSCA regulatory requirements.

This Policy applies to all clients using RIYADEX services.

1. PURPOSE OF THIS POLICY

The purpose of this Policy is to:

  • Provide an orderly process for filing, investigating, and resolving complaints
  • Ensure transparency and fairness in complaint handling
  • Comply with legal and regulatory obligations
  • Provide clients with clear communication channels

2. WHAT IS A COMPLAINT?

A complaint is defined as:

Any written expression of dissatisfaction by a client to RIYADEX regarding the provision of trading services, platform operations, execution, financial transactions, or any other aspect of the Company’s activities.

A general inquiry, feedback, or request for information does not constitute a complaint.

3. HOW TO SUBMIT A COMPLAINT

Clients may submit a complaint via:

[email protected]

A valid complaint must include:

  • Full name
  • Trading account number
  • Registered email address
  • Description of the issue
  • Relevant dates
  • Supporting documents, screenshots, or transaction numbers

Only complaints submitted in writing will be accepted.

4. ACKNOWLEDGEMENT OF COMPLAINT

4.1 The Company will acknowledge receipt of the complaint within 3 business days.

4.2 The acknowledgment will include:

  • A unique case reference number
  • The name of the person handling the complaint
  • Expected timeline for review and response

5. COMPLAINT REVIEW PROCESS

The Company will:

  • Review all relevant information
  • Examine transaction logs, trade execution data, and system records
  • Request additional documents if necessary
  • Assess whether any Company error occurred
  • Provide a fair and balanced resolution

All investigations are conducted by qualified personnel independent of the involved department.

6. RESPONSE TIMES

The Company aims to provide a final response within:

  • 10 business days for simple cases
  • Up to 30 business days for complex cases

If more time is required:

  • The client will be informed
  • Reasons for the delay will be explained
  • An estimated timeframe will be provided

7. POSSIBLE OUTCOMES

The outcome of a complaint may include:

  • Acceptance of the complaint and corrective action
  • Financial compensation (where justified)
  • Clarification or explanation
  • Rejection of the complaint with reasons

Where appropriate, the Company may also:

  • Improve internal procedures
  • Update systems or policies
  • Provide retraining to staff

8. ESCALATION OF COMPLAINTS

If the client is not satisfied with the final response, they may request an internal escalation to senior management.

Escalation steps:

  1. Submit a written escalation request
  2. Senior management will review the case independently
  3. A final internal response will be issued

This is the highest level of internal review.

9. EXTERNAL DISPUTE RESOLUTION

If the dispute remains unresolved after internal escalation, the client may contact the FSCA of South Africa for further guidance.

Contact details will be provided upon request.

Note:

The FSCA does not resolve individual disputes but may:

  • Mediate
  • Provide regulatory guidance
  • Review whether the Company followed proper procedures

10. UNFOUNDED OR FRAUDULENT COMPLAINTS

The Company may reject complaints that are:

  • Vexatious
  • Abusive
  • Fraudulent
  • Based on misinformation
  • Supported by falsified documents
  • Linked to suspicious trading behavior

Such cases may be reported to authorities.

11. RECORD KEEPING

RIYADEX maintains records of all complaints for at least five (5) years, including:

  • The complaint
  • Acknowledgment
  • Investigation notes
  • Evidence reviewed
  • Final response
  • Corrective action taken

Records are stored securely and accessible only to authorized personnel.

12. CLIENT RESPONSIBILITY

Clients must:

  • Submit accurate information
  • Cooperate with the investigation
  • Provide requested documents in a timely manner

Failure to cooperate may delay or invalidate the complaint.

13. POLICY REVIEW

This Policy is reviewed:

  • Annually
  • After major regulatory updates
  • After internal audits or operational improvements

Updated versions will be published on the website.

14. CLIENT CONSENT

By accepting the Client Agreement, the Client acknowledges that:

  • They understand and accept this Complaints Handling Policy
  • They will follow the proper process for submitting complaints