HonorPro is a trading name of Honor Capital Markets Limited, a subsidiary of Honor Holding Investments Limited. Honor Capital Markets Limited is regulated by the Financial Services Commission of the Republic of Mauritius and holds an Investment Dealer (Full Service Dealer, excluding underwriting) Licence No. GB200225826. Its registered office is located at 10th Floor, Sterling Tower, 14 Poudriere Street, Port Louis, Mauritius.
HonorPro is committed to providing high standards of service to its clients. We recognise that complaints may occasionally arise and we are committed to handling all complaints fairly, consistently, transparently and promptly.
This Complaints Handling Procedure outlines how clients may submit complaints and how such complaints will be managed and resolved.
A complaint is any expression of dissatisfaction made by a client or potential client regarding the provision of services, products, trading activities, account management, operational processes or conduct of HonorPro or its representatives.
Complaints may relate to, but are not limited to:
Clients may submit complaints in writing through the following channels:
Compliance Department
Email: compliance@honorpro.com
To assist us in resolving your complaint efficiently, please provide:
Upon receipt of a complaint, HonorPro will:
Where additional information is required, we may contact you for clarification or supporting documentation.
All complaints are reviewed fairly, independently and objectively.
The investigation may include:
HonorPro aims to resolve complaints as efficiently as possible while ensuring proper review and consideration of all relevant information.
Following completion of our investigation, we will provide a written response outlining:
If we are unable to provide a final response within a reasonable timeframe, we will inform you of the status of the investigation and provide an estimated timeframe for completion.
If you are dissatisfied with the outcome of your complaint, you may request that the matter be escalated for further internal review.
HonorPro will reassess the complaint and provide a final internal response following the escalation review.
Nothing in this procedure limits your rights under applicable laws or regulations.
Where applicable, clients may have the right to refer unresolved complaints to the relevant regulatory authority or dispute resolution body in the appropriate jurisdiction.
HonorPro maintains records of all complaints received, including:
Records are retained in accordance with applicable legal and regulatory requirements.
All complaints will be handled confidentially and in accordance with applicable data protection and privacy laws.
Information relating to complaints will only be shared where necessary for investigation, legal, regulatory or compliance purposes.
HonorPro reserves the right to amend or update this Complaints Handling Procedure at any time in accordance with regulatory, operational or legal requirements.
The latest version will always be available on our Website.
Compliance Department
Email: compliance@honorpro.com