سياسة الشكاوى.

We want every client to be treated fairly. If something has gone wrong, we want to hear about it and put it right. This policy explains how to complain, how we handle complaints, and where you can go if you are not satisfied with our answer.

1. What counts as a complaint.

A complaint is any expression of dissatisfaction, oral or written, about a service or activity of Okami Capital Management Ltd, where you allege that you have suffered, or may suffer, financial loss, distress or inconvenience. Making a complaint is free of charge and will never affect how we treat you.

2. How to complain.

You may raise a concern with your relationship manager, who will try to resolve it quickly. To make a formal complaint, please write to our Compliance Officer:

• By email: complaints@okami-capital.com, or info@okami-capital.com marked “Complaint”;
• By post: Compliance Officer, Okami Capital Management Ltd, 8th Floor, Ebene Tower, 52, Cybercity, Ebene, Republic of Mauritius.

Please put your complaint in writing, including by email. A written complaint is required before an eligible complaint can later be referred to the Ombudsperson for Financial Services. If you need help putting your complaint in writing, we will help you.

3. What to include.

• your name, contact details and account reference, if any;
• what happened and when, and the service or transaction concerned;
• what you would like us to do to put things right;
• copies of any relevant documents.

4. How we handle your complaint.

1. Acknowledgement. We acknowledge your complaint in writing within 14 days, and give you a reference and the name of the person handling it.
2. Investigation. Your complaint is investigated by our Compliance Officer or another senior person who was not involved in the matter. We review all relevant records, including recorded communications, and may ask you for more information.
3. Final response. We aim to send our written decision within 30 days of receiving your complaint. It will explain our findings, the reasons for them, any redress offered and your right to escalate. If we need more time, we will tell you why and when to expect our answer.
4. Redress. Where we find we were at fault, we will put things right, which may include correcting an error, an apology or financial compensation.

5. If you are not satisfied: the Ombudsperson for Financial Services.

The Ombudsperson for Financial Services is an independent body established under the Ombudsperson for Financial Services Act 2018 to resolve complaints from consumers of financial services. It can make compensation awards and issue directions to financial institutions. Its service is free for complainants.

You may refer an eligible complaint to the Ombudsperson if:

• you have first complained to us in writing; and
• you are dissatisfied with our decision, or you have not received a decision within 30 days of your written complaint.

You must refer your complaint within six months of receiving our decision or, if you have not received one, within the time limit set by the Act. The Ombudsperson cannot consider a matter that is already before, or has been decided by, a court, tribunal or arbitrator.

6. The Financial Services Commission.

Some complaints fall outside the Ombudsperson's remit, for example services provided outside Mauritius or by entities licensed under Part X of the Financial Services Act 2007. You can bring such a complaint about an FSC licensee to the Financial Services Commission using the online complaints form at www.fscmauritius.org.

7. Data protection complaints.

Complaints about how we handle personal data are dealt with by our Data Protection Officer under our Privacy Policy. You may also complain to the Data Protection Office, 5th Floor, SICOM Tower, Wall Street, Ebène.

8. Records and oversight.

We record every complaint in a complaints register, with the steps taken and the outcome, and keep these records for at least seven years. Our Compliance Officer reviews complaints regularly to identify root causes and reports to the Board, so that lessons learned improve how we serve all clients. Complaint records are available to the FSC on request.