Complaint Procedure
Client Complaint Procedure
At Tropixpro we have adopted this complaint process in order to ensure fair and timely handling of any complaints that could arise from our relationship. The website tropixpro.com is operated by Onar Capital Ltd, which is licensed and regulated by the Financial Services Authority (FSA) of Seychelles as a Securities Dealer under licence number SD174. Onar Capital Ltd is registered in the Republic of Seychelles under company number 8434959-1, with its registered address at Suite 18, Third Floor, Vairam Building, Providence, Mahé, Seychelles.
01
Active Resolution
Submit your case. To initiate a formal review, please complete the official Resolution Form via the link below. Note that to maintain high-standard processing and security, the TropixPro team only recognizes submissions made through our official encrypted channels.
Direct line: complaints@tropixpro.com
Once you have completed and submitted your complaint form, our corresponding department will investigate and possibly reach out to you further accordingly.
02
Acknowledgment
Real-time tracking starts here. Efficiency is our baseline. Once your form is submitted, our compliance desk will acknowledge receipt within a maximum window of 5 business days. You are now in the system.
03
Efficient Investigation
Analysis. Outcome. Precision. Once acknowledged, your case enters our rigorous review cycle. We deep-dive into the technical and operational data to resolve your inquiry without friction.
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Standard Window: Expect a definitive outcome within 6 weeks.
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Direct Sync: Our officers may contact you via encrypted email or phone for mission-critical clarifications.
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Complex Cases: For high-complexity investigations exceeding the 6-week mark, we will issue a "Status Update." Even then, a final resolution is guaranteed within 30 days of that update.
Please note that the Company shall consider your complaint as closed and cease the relevant investigation in case you fail to respond to our officers within the period of six (6) weeks from the date of the submission of your complaint.
04
Regulatory Escalation
If you are not satisfied with the outcome of your complaint after completing the process above, you may refer the matter to the Financial Services Authority of Seychelles, Bois De Rose Avenue, P.O. Box 991, Victoria, Mahé, Seychelles (www.fsaseychelles.sc).
Frequently asked questions
