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HELP US TO SPICE UP YOUR LIFE! At SPICE Finance Ltd, we aim to provide a service of high quality to meet the needs and satisfaction of our valued clients. Please help us to serve you better by informing us if ever our service does not meet your expectations.

Should I wish to make a complaint, what do I do?

If you are unsatisfied with an aspect of our service, please seek a resolution directly with the personnel or department. Should you still not be satisfied with the response, you may contact our Complaints Department. All complaints received will be dealt with promptly.

• Email us at info@spicefinance.mu
• Call us on 405-4050 during business hours, where our customer service team or the complaints department may assist you.
• Send a letter of complaint via registered post to: Attn: Complaints Department, SPICE Finance Ltd, 6th Floor, Dias Pier Building, Caudan Waterfront, Caudan, Port Louis 11307.

How will my complaint be dealt with?

1. We shall acknowledge receipt of your complaint within 2 working days of reception.
2. Once the investigation is completed, SPICE Finance Ltd will send you a written response no later than 10 days from the date of submission of the complaint.
3. Our final response letter shall indicate, where possible, the reasons and circumstances taken into consideration to reach our decision.

What should I do if I am still unhappy?

If, after having made your complaint to the Complaints Department, you are still not satisfied with the reply — or if you have not received a reply within 10 days from the date of your complaint — you may write to the Office of the Ombudsperson for Financial Services:

Office of the Ombudsperson for Financial Services, 8th Floor, SICOM Tower, Wall Street, Ebene. Tel: (230) 468-6475 · Fax: (230) 468-6473.

Your submission to the Ombudsperson should include:

1. The name and address of the complainant.
2. The name and address of the financial institution against which the complaint was made.
3. The nature of the complaint and the facts and circumstances giving rise to it.
4. A written declaration that the complaint was made to the financial institution by registered post, with advice of delivery, and that the complainant has enough interest in the subject matter.
5. A declaration as to whether the financial institution replied to the complaint.
6. A copy of the reply, if any, from the relevant financial institution; and
7. A copy of the documents on which the complainant proposes to rely.

Our clients are the heart of our business, and we do our utmost to deliver the very best advice and service. We endeavour to resolve any complaint within the shortest time possible. Should we, at any time, not be able to resolve the matter immediately, we will keep you updated on progress. In all cases, complaints will be dealt with diligence, in strict confidentiality, and in all fairness, reliability and transparency.