01 Our Commitment
Sun Capital FX takes all complaints seriously. We treat every complaint as an opportunity to improve our service and resolve any misunderstanding fairly and promptly. Filing a complaint will not affect the level of service you receive.
02 How to File a Complaint
You can submit a complaint through any of the following channels:
- Email: complaints@SunCapitalFX.com
- Client Portal: Submit via "Support → File a Complaint";
- WhatsApp: +44 7446 292364
- Post: Sun Capital FX Compliance, 9A CT House, Providence, Mahé, Seychelles
03 What to Include
To help us investigate efficiently, please include:
- Your full name and account number;
- A clear description of the issue;
- Relevant dates, times, and ticket numbers;
- Any supporting documentation (statements, screenshots, chat logs);
- The outcome you're seeking.
04 Acknowledgement
We acknowledge every complaint within 48 hours of receipt by email. Our acknowledgement includes the name and contact details of the compliance officer assigned to your case.
05 Investigation Process
Your complaint is reviewed by a compliance officer independent of the department involved. We may:
- Request additional information from you;
- Review trade records, chat logs, and platform activity;
- Consult with the relevant internal teams;
- Obtain input from our liquidity providers if execution is in question.
06 Final Decision
We issue a final written decision within 8 weeks of receiving your complaint. This decision will:
- Summarise the issue and our investigation;
- Explain our findings;
- State any remedy offered (refund, adjustment, apology, etc.);
- Explain your right to escalate if you remain dissatisfied.
07 Escalation
If you are not satisfied with our final decision, you may escalate the matter to our Head of Compliance within 30 days. The Head of Compliance will review the case and issue a further response within 4 weeks.
08 External Dispute Resolution
Depending on your jurisdiction, you may have the right to refer your complaint to an independent dispute-resolution body after our internal process is exhausted:
| Jurisdiction | External Body |
|---|---|
| Seychelles | Seychelles Financial Services Authority (FSA) |
| United Arab Emirates | Department of Economy and Tourism (DET) |
| South Africa | Financial Sector Conduct Authority (FSCA) |
| Pakistan | Securities and Exchange Commission of Pakistan (SECP) |
09 Regulator Referral
If you believe your complaint involves a regulatory breach, you may contact the relevant regulator directly. Details of the regulators that oversee Sun Capital FX entities are listed on our Regulation page.
10 Record Keeping
All complaints and their outcomes are logged and retained for a minimum of five years. Complaint trends are reviewed quarterly by senior management to identify recurring issues and improve processes.