At IST Markets, we are committed to providing a high standard of service. However, if you are dissatisfied with any aspect of our service, we want to hear from you. This page explains how to raise an issue, how we handle complaints fairly, and what you can do if you remain dissatisfied.
Important: This page is written to be clear and easy to read. If there is any discrepancy, the applicable legal documents for your account will prevail.
Start here for most issues. Many concerns can be resolved quickly by contacting support.
If Step 1 does not resolve your concern, submit a formal complaint for a structured internal investigation. You will receive a reference number to track progress.
If you remain dissatisfied after our final response, you may have the right to escalate the matter to the Financial Services Commission (FSC), Mauritius.
A complaint is any expression of dissatisfaction about our services or conduct, where you believe you have suffered (or may suffer) financial loss, material inconvenience, or distress, and you are seeking a corrective action or explanation.
Examples may include (non-exhaustive):
Tip: If you’re unsure whether it’s a complaint or a query, send it anyway. We will route it correctly.
We aim to address most informal queries within 48 business hours, depending on complexity and the need for information from third parties (e.g., payment providers).
If Step 1 does not resolve your concern, you can submit a formal complaint.
How to submit a formal complaint
Send an email to: [email protected]
Recommended subject line: Formal Complaint — [Your Name] — [Account Number]
We aim to acknowledge receipt within 2 business days and provide a unique reference number so you can track your complaint.
We aim to provide a final response within 15 business days from acknowledgement.
If the complaint is complex and needs additional time (e.g., third-party confirmations, technical logs, or detailed trade analysis), we may extend the timeframe up to 30 business days and will keep you updated.
If you remain dissatisfied with our final response, you may have the right to escalate your complaint to our regulator:
Financial Services Commission (FSC), Mauritius
Licence Number: GB22200573
Website: fscmauritius.org
Important:
If you add a form on this page (Elementor Form), these fields are recommended.
Required:
Optional (but helpful):
Best-practice behaviour:
We treat complaint information as confidential and use it to investigate your case and improve our service.
We may retain complaint records and related evidence for compliance, audit, and dispute resolution purposes, in line with applicable legal and regulatory obligations.
We may update this procedure from time to time to reflect operational improvements or regulatory expectations. The latest version will be published on this page.
Start by emailing [email protected]. If your issue is not resolved, submit a formal complaint to the same email with the subject “Formal Complaint” and include all supporting details. You will receive a reference number.
We aim to acknowledge formal complaints within 2 business days. We aim to provide a final response within 15 business days from acknowledgement, and in complex cases up to 30 business days (with updates).
Yes. For formal complaints, we aim to provide a unique reference number so you can track progress.
Include your name, registered email, account number (if available), incident date/time, platform used, clear description, and any relevant order IDs or transaction references, plus screenshots if available.
If you remain dissatisfied after receiving the final response, you may have the right to escalate the matter to the Financial Services Commission (FSC), Mauritius.
