Pairmetric Publishes Complaints Handling Policy

3 min read

Pairmetric has published a Complaints Handling Policy, setting out how client complaints are submitted, handled and, where needed, escalated - now available as one of the site's published Legal Documents.

What the policy covers

The policy sets out how to submit a complaint, and commits to a definitive response within 24 hours of receipt - a specific, published service standard rather than a vague 'we'll get back to you' commitment.

It also confirms Pairmetric's existing practices around client protection: funds are held in segregated accounts used only for clients, separate from company operating funds, and negative balance protection applies alongside the account's stop-out mechanism.

Escalation and record-keeping

Where a client isn't satisfied with the outcome of a complaint, the policy sets out escalation to the Financial Services Commission (FSC) of Mauritius, Pairmetric's regulator, as the next step.

Every complaint is logged and retained as part of Pairmetric's regulatory record-keeping obligations, consistent with its FSC authorisation as an Investment Dealer.

Where to find it

The full Complaints Handling Policy is published under Legal Documents, alongside Pairmetric's other client-facing policies. Clients with an active complaint, or a question about the process, can also contact the support team directly.