Legal document
Complaints Procedure
Last updated: 22 July 2026
1. Our Commitment
Mercato Brokers is committed to handling complaints fairly, transparently and promptly, and to using client feedback to improve our services.
2. How to Submit a Complaint
You may submit a complaint by email to info@mercatobrokers.com or by post to 18 Bank Street, Ebene, Mauritius. Please include your full name, account number, a clear description of the issue, the outcome you are seeking, and any supporting documents (screenshots, order tickets, correspondence).
3. Acknowledgement
We acknowledge every complaint within two (2) business days of receipt and provide the name and contact details of the officer handling your case.
4. Investigation & Response
Our Complaints Officer will investigate impartially and aim to provide a final written response within fifteen (15) business days. Complex cases may take up to thirty-five (35) business days; where a delay is expected, we will inform you and explain the reasons.
5. Escalation
If you are not satisfied with our final response, you may refer the matter to the Financial Services Commission of Mauritius or, where eligible, to the Office of the Ombudsperson for Financial Services in Mauritius, without prejudice to any other rights available to you under applicable law.
6. Costs
Mercato Brokers does not charge for handling complaints. You are responsible for any costs you incur in preparing or submitting a complaint.
7. Record-Keeping
All complaints, related correspondence and actions taken are logged and retained in accordance with regulatory requirements for a minimum of seven (7) years.
Risk Warning. Trading forex and CFDs carries a high level of risk and may not be suitable for all investors. Leverage of up to 1:1000 can work against you as well as for you. You could sustain a loss of some or all of your invested capital and should not invest money you cannot afford to lose.
Jurisdictional Restrictions. Mercato Brokers does not offer services to residents of jurisdictions where such offering would be contrary to local law or regulation, including but not limited to the United States, Canada, Iran, North Korea, Syria, Cuba and any sanctioned territories.
Mercato Brokers Ltd is regulated by the Financial Services Commission of Mauritius as an SEC-2.1B Investment Dealer. Registered office: 18 Bank Street, Ebene, Mauritius. Contact: info@mercatobrokers.com.