Any customer of a financial institution who is aggrieved by any act or omission of the financial institution may make a complaint in writing to the financial institution for remedial action provided that it is made within 7 years from the date of the act or omission giving rise to the complaint.
The financial institution shall deal with the complaint and a written reply shall be given to the complainant as soon as practicable but not later than 3 months as from the date the complaint is received by the financial institution.
In the case the complainant is dissatisfied with the reply, or does not receive a reply within three months as from the date of his complaint, he may then refer the matter to the Bank of Mauritius in writing specifying the nature of the complaint, the redress being sought and the reasons for his dissatisfaction, enclosing –
(i) A copy of the complaint made to the financial institution;
(ii) A copy of the reply made by the financial institution; and
(iii) Any other document or information which may be of relevance to the complaint.