We take all complaints seriously. This page explains how to submit a formal complaint and what to expect from the process.
Send your complaint to [email protected] with the subject line "Formal Complaint — [Your Account Number]". Include a clear description of the issue, dates, amounts involved, and your desired resolution.
We will acknowledge receipt of your complaint within 5 business days and provide a reference number.
We will investigate your complaint thoroughly and provide a final response within 8 weeks. If we require more time, we will inform you and provide reasons.
If you are unsatisfied with our final response, you have the right to refer your complaint to the relevant regulatory ombudsman or dispute resolution service in your jurisdiction.