Complaints procedure

You can raise a complaint through any of these channels:

• Email: info@thesageglobal.com, subject line “Complaint”.
• Phone: +233 24 114 7710, 9:00 to 17:00 Ghana time, Monday to Friday.
• In-platform: use the support thread on the trade in question.
• Post: FAO Compliance Officer, Sage Advance Global Services Ltd, Suite 312, Pelican House, 8 Blohum Road, Dzorwulu, Accra.

To help us resolve the matter quickly, please tell us:

• Your full name and the email address on your Sage account.
• The trade or order reference, if the complaint relates to a specific transaction.
• What happened, with dates and times.
• Any supporting evidence, such as receipts, screenshots or bank statements.
• The outcome you are seeking.

• Acknowledgement: within two business hours during business hours, and no later than one business day.
• Investigation update: within five business days, including a named point of contact.
• Final response: within fifteen business days. Where a matter is complex, we will tell you why and give a revised date, which will not exceed thirty business days.

Complaints are logged in a central register and reviewed by the Compliance Officer, independently of the staff involved in the matter. We record the outcome, any redress offered, and the root cause, and we report complaint trends to management and to the regulator as required by the terms of our sandbox admission.

If we do not resolve your complaint, or you are unhappy with our final response, you can escalate it:

• Securities and Exchange Commission (Ghana), VASP Supervision: vasp@sec.gov.gh.
• Data protection matters: the Data Protection Commission of Ghana.
• Financial crime concerns: the Financial Intelligence Centre, info@fic.gov.gh.

Escalating does not affect any other legal rights you may have.