Legal Documentation

1. Introduction

Hola Prime Markets Limited ("the Company") is an Investment Dealer (Full Service Dealer, Excluding Underwriting) regulated by the Financial Services Commission (FSC) in Mauritius.

We are committed to handling all client concerns fairly, transparently, and efficiently. This policy outlines how you can lodge a complaint, how we will process it, and your rights if you are not satisfied with our response. Our aim is to resolve matters promptly while ensuring compliance with applicable laws and regulatory requirements.

2. Making a Complaint

Clients (or potential clients) may raise complaints about any aspect of the investment or ancillary services provided by the Company.

A complaint is any expression of dissatisfaction regarding our products, services, or conduct. Complaints may be lodged via email, telephone, or other accepted communication channels.

3. Complaint Resolution Process

3.1 At Hola Prime Markets, we strive to provide prompt, courteous, and transparent responses to all complaints received from our clients and the general public. We value feedback as an opportunity to improve our services.

3.2 We recognize that, despite best efforts, issues may arise, and we are committed to addressing them fairly and effectively while learning from any mistakes.

3.3 To ensure efficiency and fairness, all complaints must be submitted in writing within three (3) Business Days of the event giving rise to the complaint. Business Days are defined as Monday through Friday, excluding public holidays in the jurisdiction of the complaint.

3.4 Complaints should be sent via email to contactus@holaprimemarkets.com along with any relevant supporting documentation.

3.5 Upon receipt of a formal complaint, Hola Prime Markets will provide a written acknowledgment within five (5) Business Days, confirming receipt and outlining the next steps in the resolution process.

3.6 We aim to resolve all complaints promptly and will endeavor to provide a final response within thirty (30) Business Days from the date of receiving your formal complaint.

3.7 We may contact you during the investigation to obtain additional information or to provide updates on progress.

3.8 If the complaint requires more time for resolution, we will inform you accordingly and provide reasons for the delay.

3.9 All complaint records, investigations, and resolutions are maintained in accordance with applicable laws and regulations to ensure transparency and accountability.

4. Complaint Forms

4.1 Trading Operations Complaint Form

4.1.1 Name, email, account number

4.1.2 Date and time of incident (platform server time)

4.1.3 Number of affected positions or pending orders

4.1.4 Description of the issue and desired resolution

4.1.5 Optional: Screenshot from trading terminal

4.2 Non-Trading Operations Complaint Form

4.2.1 Name, email, account number

4.2.2 Nature of the issue and any clause you believe was breached

4.2.3 Desired resolution

4.2.4 Optional: Supporting documentation or screenshot

5. Contact Information

For queries or clarification, please contact:

HOLAPRIME LIMITED(CY) Limited is registered in the Republic of Cyprus under registration number HE 454359. Its registered office is located at 332 AGIOU ANDREOU, Limassol, Limassol 3035, CY.