Legal documentation

If you would like to file a complaint we kindly request that you follow the procedure outlined below. This will help us address your complaint as efficiently as possible and work towards regaining your trust.

Initially, collect all relevant supporting documents related to your complaint, consider the questions you’d like answered, and determine the desired outcome. Then, directly contact your account manager. Keep in mind that reaching out at the earliest possible time allows us the chance to address your complaint promptly. If your account manager cannot resolve the issue to your satisfaction, request that they escalate the complaint to their supervisor. If your complaint concerns your account manager, please ask to speak with our Compliance department.

If your complaint remains unresolved, you may escalate the issue to our Compliance department, provided we haven’t done so already. They will assess your complaint and reach out to you directly.

You can also contact our Compliance team directly by sending an email to [email protected]

Our goal is to address most issues within 21 days. Nevertheless, certain complaints may be more complicated and require additional time to resolve. In such instances, we will keep you updated on our progress.

We aim to resolve the matter within 5 business days depending on the nature of the complaints and ensure that the maximum time to respond to the complaints do not exceed 10 working days from the submission of the complaints. However, some complaints are more complex and may take longer to resolve. If this is the case, we will keep you informed of our progress.