Complaint Process

We will send you an acknowledgement within 2 business days upon receiving the formal complaint as we look into the matter.

• We will investigate the complaint, which may include a formal interview with you.

• We will review related documentation and obtain information from relevant persons as necessary in order to resolve the issues raised. For speed in processing, you are also encouraged to provide us with any available documentation, including emails, texts, etc. related to the complaint.

We aim to formally respond to all complaints within 20 business days. Some matters may be more complex and could therefore take longer to resolve. In these cases, we will keep you updated on our progress.

If you feel we haven't resolved things properly, please tell us. We would appreciate one last chance to put things right. If we've misunderstood something, a further review may help us resolve the complaint to your satisfaction.

If, despite our best efforts you are still not satisfied with our resolution, you have the right to refer the matter to the Financial Industry Disputes Resolution Centre Ltd (FIDReC). You can find more information on their website