Draft for legal and operational approval. Prepared in the name of Valor Financial (Mauritius) Ltd. It is not in force and does not activate accounts, services or promotions. The specific conditions and controls described must be validated before publication and contracting.
Braxtrade is the trading name of Valor Financial (Mauritius) Ltd.
- Mauritius registration
- C121829
- FSC licence · Asset management
- C113012533
- Head office address
- 5th Floor, The CORE Building, No.62, ICT Avenue, Cybercity, Ebene, Mauritius
In this document 6 sections
01 Who can complain
Clients, former clients and persons affected by the presented services may submit a complaint to Valor Financial (Mauritius) Ltd. The internal process must be free and must not require waiver of rights. A complaint must not result in retaliation or prevent an eligible withdrawal. Urgent issues involving compromised access or orders also require the account’s specific operational channel where available.
02 How to submit
Use the contact shown in this document with the subject “Complaint”, or send correspondence to the Company’s head office. Include name, reply contact, account or transaction reference where applicable, dates, the issue and requested resolution. Provide only necessary evidence. Do not send passwords, authentication codes or full card details. A representative may act after proportionate proof of authority.
03 Recording and acknowledgement
The proposed procedure requires a record with identifier, receipt date, subject, owner and history. The Company must acknowledge receipt without unjustified delay, explain missing information and provide a follow-up channel and response estimate. The internal timetable and applicable statutory deadlines must be validated before publication; this draft does not present an invented commercial deadline as a regulatory obligation.
04 Impartial assessment and response
Assessment must be performed by someone suitably independent of the complained-of conduct. Communication, order, payment and consent records must be preserved. The response must explain established facts, reasons, conclusion, any correction or remedy and escalation options. If delayed, the Company must explain why and provide an updated estimate where permitted. Receipt of the response does not imply client agreement.
05 Review and external avenues
Clients may request internal review and use external avenues for which they are eligible, subject to their requirements and deadlines. Since March 2026, the FSC directs complaints within its remit to be submitted exclusively through its Online Complaints Portal. Jurisdiction depends on the entity, licence and subject. Matters concerning domestic regulated entities may belong to the Office of the Ombudsperson for Financial Services; consult official guidance to identify the correct channel. This policy does not promise acceptance of every case or compensation.
06 Privacy, evidence and improvement
Personal-data complaints may be directed to the privacy function and competent authority, such as the Data Protection Office or ANPD where applicable. Information must be accessed only by those who need it for the case and retained according to necessity and law. The Company must track recurring causes, corrections and conflicts, without using confidentiality to prevent lawful exercise of rights or reporting to authorities.
Official references
Sources consulted for this version. Check current texts and procedures before applying them.
Company contact
Valor Financial (Mauritius) Ltd
Trading name: Braxtrade