Dis document na part of di agreement between you and Deriv, and you suppose read am together wit our General Terms of Use for clients (di “General Terms”). Any defined terms wey dem use for dis additional terms go get di meaning wey dem give dem for di General Terms.
1. Introduction
1.1. Dis additional terms apply to all clients wey get account wit Deriv (V) Ltd.
1.2. If any inconsistency or deviation dey between dis additional terms and/or any oda documents wey form part of di Agreement, dis additional terms go prevail for your account wit Deriv (V) Ltd.
1.3. Deriv (V) Ltd get licence under di Financial Dealers Licensing Act to carry on di business of dealing in securities like derivative products, and e get authorisation and regulation from di Vanuatu Financial Services Commission (“VFSC”).
1.4. To know more about di products wey we dey offer, please refer to di prospectus.
2. Complaints
2.1. If you like file complaint about our Services, you fit send di details wey relate to your complaint to us for complaints@deriv.com. We go acknowledge receipt of your complaint through email, investigate your complaint, and try send you one final response within fifteen (15) business days from di date wey we receive di complaint. For more information, make you read our Complaints Policy page.
Financial commission
2.2. If we no resolve your complaint to your satisfaction, you fit escalate your complaint to di Financial Commission. For dat case, your complaint go follow dis procedure:
2.2.1. Initial stage
2.2.1.1. You go fit file complaint wit di Financial Commission only if you no dey satisfied wit our decision or if we no make di decision within 15 business days.
2.2.1.2. You fit file complaint wit di Financial Commission up to 45 days afta di incident.
2.2.1.3. Di Financial Commission get 5 days to acknowledge say e don receive your complaint and 14 days to answer di complaint through im Internal Dispute Resolution (IDR) procedure.
2.2.2. Di investigation phase
2.2.2.1. The Financial Commission go investigate weda di complaint valid within 5 business days.
2.2.2.2. Di Head of di Dispute Resolution Committee (“DRC”) go contact you and us both within 5 business days to get all di information wey dem need and check whether chance dey to settle di complaint during di investigation phase.
2.2.3. Determination phase
2.2.3.1. Di DRC go make decision about di complaint (make you note say DRC no mention any timeframe for when dem go announce dia decision).
2.2.3.2. Di DRC fit request additional information from you or us, and di pesin wey dem request am from must provide di information wey dem request within 7 days.
2.2.4. Decisions and orders
2.2.4.1. Di decisions wey DRC make dey binding on us. DRC decisions go only dey binding on you if you accept dem.
2.2.4.2. If you agree wit DRC decision, you go need accept am within 14 days. If you no respond to di DRC decision within 14 days, dem go consider di complaint as closed.
2.2.4.3. We must pay di settlement within 28 days from wen dem make di decision.
2.2.4.4. If dem make di decision for our favour, you must provide a release for us within 7 days from wen dem make di decision, and dem go consider di complaint as closed.
Vanuatu Financial Services Commission (VFSC)
2.3. If, afta 3 attempts, we no resolve your complaint to your satisfaction, you fit then escalate your complaint to di VFSC. Di complaint must come wit di following:
2.3.1. Full name and photo identification of di complainant;
2.3.2. Confirmation of trading, such as receipt for deposit of funds for trading;
2.3.3. Copy of di prospectus of di product or trading service wey dem offer;
2.3.4. Full statement of complaint wey explain di basis of di complaint;
2.3.5. Confirmation say request for withdrawal don dey; and
2.3.6. Oda relevant information or documents, such as emails or chats between us and di complainant.
2.4. All relevant documents wey go to VFSC must be translated into English where necessary, and dem must get certification wey confirm say di translation of di documents correct.
