Complaints procedure

How to complain

Start here: tell us what happened and we will route it to the forum that can actually deal with it, and give you a reference. Most complaints go wrong because they are sent to someone with no power to act on them.

Or write to operator to complete (e.g. [email protected]) or use the contact route in your account, stating what happened, when, the dossier or reference concerned, and the outcome you seek.

What happens

• Acknowledgement within 3 working days with a reference.
• Investigation by a person not involved in the matter, with access to the audit trail.
• Response within 15 working days, or an interim update explaining the delay.

If it concerns a professional

Complaints about a notary’s professional conduct are forwarded, with your consent, to the notary concerned and may be addressed by you to the competent professional authorities. Complaints about a lender or institution should also be addressed to that institution and its regulator.

If it concerns your data or a screening result

Use the dispute procedure; you may also complain to the Data Protection Office, Mauritius at any time.