This Complaints Policy (the “Policy”) sets out the procedures adopted by Kohle Capital Markets Limited (the “Company”, “we”, “us”, or “our”) for the receipt, handling, investigation, and resolution of complaints in relation to digital services, platforms, and applications operated under the KCM Trade brand (the “Services”).
This Policy forms part of the Company’s legal and compliance framework and is intended to meet applicable legal, regulatory, and platform governance requirements.
⚠ Which entity handles your complaint?
KCM Trade and KCM Trade Plus are operated by two separate and legally distinct entities. Please direct your complaint to the correct entity based on the brand and platform you use:
Your Platform Legal Entity Complaint Contact Regulator KCM Trade (global — kcmtrade.com, MT5 portal, KCM Trade mobile app) Kohle Capital Markets Limited (Mauritius) CS@kcmtrade.com | +230 5297 0961 FSC Mauritius KCM Trade Plus (Australia — kcmtradeplus.com.au) Kohle Capital Markets Pty Ltd (Australia) cs@kcmtrade.com.au | +61 02 8211 0406 ASIC / AFCA If you are a KCM Trade (global) client, your complaint must be directed to Kohle Capital Markets Limited. Kohle Capital Markets Pty Ltd (KCM Trade Plus) is a separate Australian entity and has no authority to investigate or respond to complaints relating to KCM Trade (global) accounts, trading activity, or services. Complaints submitted to KCM Trade Plus in respect of KCM Trade (global) matters will not be actioned and will be redirected.
This Policy applies exclusively to Kohle Capital Markets Limited and the KCM Trade brand.
1. Purpose
The purpose of this Policy is to:
- Provide a clear and accessible mechanism for the submission of complaints
- Ensure complaints are handled fairly, objectively, and in a timely manner
- Promote transparency and accountability in complaint resolution
- Comply with applicable legal, regulatory, and supervisory obligations
2. Scope of Application
This Policy applies to all complaints submitted by users or prospective users of the Services, including complaints relating to:
- Account access, onboarding, or administration
- Trading, execution, or transaction-related matters
- Platform functionality, availability, or performance
- Customer support interactions
- Data protection, privacy, or security concerns
- Compliance with the Company’s policies or disclosures
3. Definition of a Complaint
For the purposes of this Policy, a “Complaint” means any expression of dissatisfaction, whether oral or written, relating to the provision of the Services, the conduct of the Company, or any associated interaction or documentation.
4. Submission of Complaints to the Company
Complaints should be submitted through the Company’s authorised communication channels:
4.1 Email
Email:
CS@kcmtrade.com
4.2 Telephone Support
International Hotline:
+230 5297 0961
Local Hotline:
+230 4672 000
Where practicable, complaints should include sufficient information to enable effective investigation, including the complainant’s name, account details (if applicable), a description of the issue, relevant dates, and supporting documentation.
5. Acknowledgement and Investigation
Upon receipt of a complaint, the Company will:
- Acknowledge receipt in writing within 5 business days
- Record the complaint in its internal complaints register with a unique reference number
- Conduct an impartial investigation, which may include review of records, system logs, transaction data, and consultation with relevant internal departments
- Provide a substantive response within 45 business days of receipt of the complaint, or such shorter period as may be required by applicable regulatory guidelines
Where the investigation cannot be completed within 45 business days, the Company will notify the complainant of the delay, provide reasons, and indicate the expected date of completion.
The Company may request additional information or documentation where necessary to complete the investigation. The 45-business-day period may be paused while awaiting a response to such a request.
6. Resolution and Response
Following completion of the investigation, the Company will communicate its findings to the complainant in writing and, where applicable, outline any remedial actions taken or proposed.
The Company’s response will include:
- A summary of the complaint as understood by the Company
- The outcome of the investigation and the basis for the Company’s determination
- Any remedial action offered or taken
- Details of the complainant’s right to escalate the matter to the FSC Mauritius if not satisfied with the outcome
The Company’s response does not constitute an admission of liability.
7. Escalation to the Financial Services Commission (Mauritius)
If a complainant is not satisfied with the outcome of the Company’s internal complaints handling process, or if the complaint remains unresolved within a reasonable period, the complainant may escalate the matter to the relevant regulatory authority.
Financial Services Commission (Mauritius)
The Financial Services Commission of Mauritius (“FSC”) is the statutory regulator responsible for the licensing, regulation, and supervision of non-bank financial services entities in the Republic of Mauritius, including investment dealers licensed under the Securities Act 2005.
Complaints may be referred to the FSC using the following official contact details:
Financial Services Commission
FSC House
54 Cybercity Ebene
Mauritius
Telephone: (230) 403-7000
Email: mail@fscmauritius.org
Website: https://www.fscmauritius.org/contact-us
When escalating a complaint to the FSC, complainants are encouraged to provide full details of the matter, including copies of correspondence exchanged with the Company and any responses received.
8. Record Keeping
The Company maintains records of complaints and their outcomes in accordance with applicable legal and regulatory requirements. Such records are retained for periods prescribed by law or supervisory guidance.
9. Confidentiality
All complaints are handled with due regard to confidentiality and data protection requirements, subject to the Company’s legal and regulatory reporting obligations.
10. No Admission of Liability
The handling or resolution of a complaint under this Policy does not constitute an admission of liability by the Company.
11. Amendments
The Company may amend this Policy from time to time to reflect changes in:
- Applicable laws or regulations
- Regulatory guidance or supervisory expectations
- Platform governance requirements
- Operational or business practices
Any amendments shall take effect upon publication, as indicated by the updated Last Updated date.
12. Contact Information
For enquiries relating to this Complaints Policy, please contact:
Kohle Capital Markets Limited
Email: CS@kcmtrade.com
Telephone (International): +230 5297 0961
Telephone (Local): +230 4672 000
Website: https://www.kcmtrade.com
This Policy forms part of the Company’s legal and compliance documentation and should be read in conjunction with the Company’s Terms of Service, Privacy Policy, Risk Disclosure Statement, Regulatory and Licensing Disclosure, AML and KYC Policy, and other applicable disclosures. The Complaint Handling Procedure document provided at account registration sets out the same process in the format presented during onboarding.