Saa nwoma yi yɛ apam a ɛwɔ wo ne Deriv ntam fã bi, na ɛsɛ sɛ wokenkan bom ne yɛn Nhyehyɛeɛ Nsɛm a Ɛfa Dwumadie Ho ma clients (deɛ wɔfrɛ no "Nhyehyɛeɛ Nsɛm"). Nsɛmfua biara a wɔakyerɛ aseɛ pefee a wɔde di dwuma wɔ saa nsɛm foforɔ yi mu no bɛkura ntease a wɔde ama wɔn wɔ Nhyehyɛeɛ Nsɛm no mu.
1. Nnianimu
1.1. Saa nhyehyɛeɛ foforɔ yi fa akyire kyekyem yi ka ho, ɛfa ahyɛmudenden a ɛka ho, deɛ ɛfa akontaabuo a wowɔ ho wɔ Deriv (Mauritius) Ltd ho no ho.
1.2. Sɛ nsonsonoeɛ bi wɔ saa nhyehyɛeɛ foforɔ yi ne nwoma afoforɔ a ɛka Nhyehyɛeɛ no ho ntam a, saa nhyehyɛeɛ foforɔ yi na ɛbɛdi tumi wɔ wo akontaabuo a wowɔ wɔ Deriv (Mauritius) Ltd ho fa mu.
1.3. Wɔama Deriv (Mauritius) Ltd tumi krataa sɛ Investment Dealer (Full Service Dealer, a Underwriting nka ho) sɛdeɛ Securities Act 2005 fa 29 kyerɛ no, Securities (Licensing) Rules 2007 mmaransɛm 4 ne Financial Services (Consolidated Licensing and Fees) Rules 2008. Financial Services Commission, Mauritius na ɛma wɔn kwan ma wɔhwɛ wɔn adwuma so.
2. Nsɛmmisa
2.1. Sɛ wopɛ sɛ wobɔ yɛn Nnwuma no ho kwaadu a, wobɛtumi de nsɛm a ɛfa wo kwaadu no ho brɛ yɛn wɔ complaints@deriv.com. Yɛbɛgye wo kwaadu no ato mu denam email so, na yɛahwehwɛ wo kwaadu no mu, na yɛabɔ mmɔden sɛ yɛde mmuaeɛ a ɛtwa toɔ bɛbrɛ wo wɔ nnawɔtwe (15) dwumadi nna mu firi da a yɛgyee kwaadu no so. Sɛ wopɛ nsɛm pii a, yɛsrɛ wo kenkan yɛn Complaints Policy.
2.2. Financial Commission
2.2.1. Sɛ yɛanka wo nsɛmmisa anhyɛ wo ma wo ani ansɔ a, wobɛtumi de wo nsɛmmisa akɔ Financial Commission hɔ. Sɛ ɛba saa a, wo nsɛmmisa bɛfa saa akwankyerɛ yi so:
2.2.1.1. Mfitiaseɛ mmerɛ
2.2.1.1.1. Wobɛtumi de nsɛmmisa akɔ Financial Commission hɔ sɛ wo ani ansɔ yɛn gyinaeɛ no nko ara, anaasɛ sɛ wɔamfa gyinaeɛ biara ansi wɔ nnabɔne 15 mu a.
2.2.1.1.2. Wobɛtumi de nsɛmmisa akɔ Financial Commission hɔ wɔ nna 45 a ɛdi asɛm no akyi mu.
2.2.1.1.3. Financial Commission wɔ nna 5 a wɔde bɛkyerɛ sɛ wɔanya wo nsɛmmisa, na wɔwɔ nna 14 a wɔde bɛbua nsɛmmisa no denam wɔn Internal Dispute Resolution (IDR) akwankyerɛ so.
2.2.1.2. Nhwehwɛmu mmerɛ
2.2.1.2.1. Financial Commission bɛhwehwɛ mu sɛ nsɛmmisa no yɛ nokorɛ anaa, wɔ nnabɔne 5 mu.
2.2.1.2.2. Dispute Resolution Committee ("DRC") no Ti bɛfrɛ wo ne yɛn nyinaa wɔ nnabɔne 5 mu sɛdeɛ ɔbɛnya nsɛm a ɛho hia nyinaa, na wahwɛ sɛ ɛbɛtumi ayɛ yie sɛ wɔbɛtumi asiesie nsɛmmisa no wɔ nhwehwɛmu mmerɛ no mu.
2.2.1.2.3. Sɛ wɔantumi anhunu kwan biara a wɔbɛfa so ayɛ asomdwoeɛ a, afutusɛm no bɛkɔ so akɔ gyinaeɛ a wɔbɛsi mu, a DRC bɛhwɛ.
2.2.1.3. Gyinaeɛ a wɔbɛsi mu
2.2.1.3.1. DRC bɛsi gyinaeɛ fa afutusɛm no ho (yɛsrɛ wo, hyɛ no nso sɔ sɛ DRC ammɔ berɛ biara a wɔde bɛbɔ ne gyinaeɛ no ho amaneɛ).
2.2.1.3.2. DRC betumi abisa wo anaa yɛn amanneɛbɔ foforɔ, na ɛsɛ sɛ ɔbisaa no de amanneɛbɔ a wɔahwehwɛ no ma wɔ nnafua 7 mu.
2.2.1.4. Akyɛdeɛ ne nhyehyɛeɛ
2.2.1.4.1. Gyinaeɛ ahodoɔ a DRC asi gyina hɔ ma yɛn. Nanso DRC gyinaeɛ gyina hɔ ma wo sɛ wogye too mu nko ara.
2.2.1.4.2. Sɛ wo ne DRC gyinaeɛ bi gye mu a, ɛsɛ sɛ wogye too mu wɔ nnafua 14 mu. Sɛ woamma DRC gyinaeɛ no ho mmuaeɛ wɔ nnafua 14 mu a, wɔbɛfa no sɛ wɔato afutusɛm no mu.
2.2.1.4.3. Ɛsɛ sɛ yɛma settlement no wɔ nna 28 mu firi berɛ a yɛsi gyinaeɛ no.
2.2.1.4.4. Sɛ gyinaeɛ no kɔ yɛn afa deɛ a, ɛsɛ sɛ wode release ma yɛn wɔ nna 7 mu firi berɛ a wɔsi gyinaeɛ no, na wɔbɛbu no sɛ wɔatwa nsɛm no so.
2.3. Financial Services Commission, Mauritius
2.3.1. Sɛ w'ani nnye wo ho akyi deɛ a wode yɛn fie amaneɛbɔ kwan ne Financial Commission no akyinnyeɛ siesie kwan nyinaa adi dwuma akyi, wobɛtumi de wo amaneɛbɔ no kɔ Financial Services Commission, Mauritius (a wɔfrɛ no “FSC”) sɛ ɛkwan a ɛtwa toɔ.
2.3.2. Sɛ wopɛ sɛ wode amaneɛbɔ kɔma FSC a, ɛsɛ sɛ wowura FSC amaneɛbɔ online portal no mu wɔ https://complaints.fscmauritius.org/. FSC si so dua sɛ nsɛm nyinaa a wɔde bɛma no, ɛsɛ sɛ ɛyɛ nokorɛ, ɛte pɛpɛɛpɛ, na edi mu. Wɔrennye amaneɛbɔ biara a wɔde kontakt nsɛm atorɔ de yɛ anaasɛ obi mma ne din nto so. Bio nso, wɔrennye amaneɛbɔ biara a wɔde telephone, email, FSC website no kontakt ɔfa, ɔno ara ne ho, anaa akwan foforɔ bi so de bɛma.
2.3.3. FSC amaneɛbɔ online portal no gye amaneɛbɔ a ɛfa adwumakuo bi a FSC Mauritius ahyɛ ho mmara a ɔwɔ Global Business Licence ho.
2.3.4. Ɛsɛ sɛ wo nsɛm a wode bɔ no nya nkratafoɔ a ɛfata foa, na wode English anaa French kyerɛ. Esiane sɛ wɔkyerɛw na wɔsusu nsɛm a wɔde bɔ a wɔnam Portal no so nyinaa sɛdeɛ FSC nhyehyɛeɛ a wɔasi hɔ dada no kyerɛ no, ɛsɛ sɛ wohwɛ sɛ nsɛm a wode ma nyinaa yɛ nokware, ɛyɛ pɛpɛɛpɛ, na ɛwie pɛpɛɛpɛ.
3. Aguadi hyɛ a wɔde yɛ adwuma
3.1. Sɛ yɛde yɛn Services no ma deɛ, yɛbɛtumi ayɛ orders ama yɛn clients anaasɛ yɛbɛtumi ne yɛn clients adi dwuma wɔ yɛn ankasa account mu.
3.2. Sɛ yɛyɛ orders ma yɛn clients deɛ, yɛne yɛn client di dwuma sɛ principal, na saa berɛ no ara, wɔ nhyehyɛeɛ korɔ no ara mu, yɛde yɛn ho hyɛ transaction mu sɛ principal ne counterparty bi (mpɛn pii liquidity provider). Yei kyerɛ sɛ yɛde yɛn ho si ɔtɔfoɔ ne ɔtɔnfoɔ ntam sɛdeɛ yɛrennya mfasoɔ anaa adeɛ a yɛbɛhwere, agyesɛ deɛ yɛadi kan aka ho asɛm dada. Sɛ yɛde client order bi kɔma liquidity provider bi a, ɛda so ara yɛ yɛn asɛdeɛ sɛ yɛbɛpɛ best execution ama client no daa daa, a yɛnam liquidity providers a yɛpaw wɔn na yɛhwɛ wɔn so daa so di.
3.3. Sɛ yɛne yɛn ankasa account di dwuma deɛ, yei kyerɛ sɛ yɛne yɛn client nso di dwuma sɛ principal, nanso yɛmfa yɛn ho nhyɛ transaction foforɔ biara mu ne counterparty foforɔ. Sɛ yɛbɛhwehwɛ sɛ best execution adwuma bi fa saa tebea yi ho a, yɛsusu saa nneɛma yi ho:
3.3.1. Sɛ Deriv hyɛ transaction no ase ne client no (a ɛma ɛda adi sɛ client no de ne ho to Deriv so sɛ ɔbɛbɔ ne mfasoɔ ho ban), anaasɛ client no ankasa ne obi a ɔdi kan kɔ Deriv hɔ (a ɛma ɛnyɛ nokorɛ sɛ saa ahotosoɔ yi bɛba);
3.3.2. Nsɛmmisa a ɛfa gua so amanneɛ ho ne sɛ ɛfata anaa sɛ clients de wɔn ho to Deriv so;
3.3.3. Gua baako ho pefee: clients bɛtumi de wɔn ho ato Deriv so wɔ boɔ hyɛ ho wɔ gua ahodoɔ a clients nni ɛkwan a ɛda hɔ sɛ wɔbɛnya boɔ ho nsɛm ntɛm so; na
3.3.4. Nsɛm a Deriv de ma fa yɛn services ho ne nhyehyɛeɛ a ɛwɔ apam a ɛwɔ Deriv ne client no ntam.
4. Nhyehyɛeɛ ho amanneɛbɔ ahwehwɛdeɛ
4.1. Sɛ ɛfa Deriv (Mauritius) Ltd mmara so asɛdeɛ no ho deɛ, yɛbɛsoma wo account statement bosome biara, a ɛka transactions a wɔadi so nyinaa wɔ wo Mauritius MT5 account no mu ho. Sɛ wokura account bi wɔ yɛn nkyɛn a, wogye tom sɛ wobɛnya saa bosome biara statements yi denam email so wɔ email address a wɔde ahyɛ wo account profile no mu.
