Grievance Handling Procedure

The Client Service Desk acts as listener of the problems and issues raised by its customers and is in prompt to have effective solution of those issues. In order to have prompt and effective solution there are certain criteria and procedure that need to be followed. Any trade related discrepancies are to be reported to the Exchange within five working days of the issue occurred, if the broker is not satisfied with the reply from the Clearing House[CH]. The procedure to be followed for forwarding any grievances, complaints and suggestions of the Customers to Mercantile Exchange Nepal Ltd is as follows:

Fig: 1. Grievance handling procedure

• If clients, under Broker have any grievances, complaints or suggestions related to MEX, they need to forward it to their concerned Broker, and if the clients are directly under the Clearing House, they need to forward their issues to the concerned Clearing House.
• The concerned Broker will address the issue if it is within her/his capacity, if not s/he is entitled to forward the complaint to the compliance department of the Clearing House.
• If the Broker is not satisfied with the reply from the Clearing Member, s/he has the right to forward the same complaint with the details of Clearing House’s response to MEX.
• The reply from MEX’s Client Service Desk for the issue will be forwarded to Broker and the same can be forwarded to the respective client.
• Regarding any issues from Institutional Market Marker can be directly forwarded to MEX.

Note: Broker registered through a Clearing Member shall also follow the above procedure by dealing with its Clearing Member and Clearing Member dealing with Clearing House.