Complaints Policy

1. Our Commitment

Vakto is committed to providing high-quality services and to treating all clients fairly. We take complaints seriously and aim to resolve them promptly and fairly. If you are dissatisfied with any aspect of our service, we want to hear from you. Your feedback helps us identify areas for improvement and maintain the high standards our clients expect.

2. How to Submit a Complaint

• —Email: complaints@vakto.com (recommended for a written record).
• —Post: Complaints Department, VAKTO LTD., Ground Floor, The Sotheby Building, Rodney Village, Rodney Bay, Gros-Islet, Saint Lucia.
• —Client Portal: via the 'Submit a Complaint' section of your account dashboard.
• —Please include: your full name, account number, description of the issue, relevant dates and amounts, and any supporting documentation.

3. Complaint Acknowledgement

We will acknowledge receipt of your complaint within 2 business days of receiving it. Our acknowledgement will include a reference number for your complaint, the name of the complaints handler assigned to your case, and an indication of the timeframe within which we expect to respond with a substantive reply.

4. Investigation Process

Upon receiving your complaint, our dedicated complaints team will: thoroughly review all relevant information and documentation; consult with the relevant departments within our business; assess the complaint against our obligations to clients and applicable regulations; and determine a fair and appropriate resolution.

5. Our Response

We aim to provide a final response within 15 business days. If we are unable to provide a final response within this timeframe due to the complexity of the investigation, we will send you an interim response explaining the reason for the delay and providing a revised expected timeframe. In all cases, a final response will be issued within 35 business days of receipt.

6. Resolution Options

• —An explanation of our findings and the reasons for our decision.
• —A goodwill payment or compensation where we determine this to be appropriate.
• —Service improvement measures where a systemic issue has been identified.
• —Referral to an appropriate alternative dispute resolution scheme.
• —Upholding or partially upholding your complaint with appropriate remedies.

7. Escalation

If you are not satisfied with our final response, or if we have failed to resolve your complaint within the maximum timeframe, you may have the right to refer your complaint to the appropriate external dispute resolution body. Details of relevant schemes are provided in our final response letter and on our website.

8. Regulatory Escalation

If your complaint relates to conduct that you believe constitutes a breach of regulatory requirements, you may also submit a complaint directly to the relevant financial services regulator in your jurisdiction. We will cooperate fully with any regulatory investigation.

9. Record Keeping

We maintain comprehensive records of all complaints received, our investigations, and their outcomes for a minimum of 5 years. Complaint data is analysed periodically to identify trends, systemic issues, and opportunities for service improvement. An annual complaints report is prepared for senior management review.