Client LoginWe want to resolve any complaint you have quickly and fairly to regain your confidence. Here's the most efficient way to get started:
Step 1: Prepare Your Complaint
Before contacting us, please take a moment to:
• Gather all supporting documents related to your complaint.
• Determine the specific questions you need answered.
• Decide what resolution you would like us to provide.
Step 2: Contact Your Account Manager
For the fastest resolution, first contact your Account Manager directly.
• If the issue is current, a call at the earliest possible time gives us the best chance to resolve it immediately.
• If they are unable to resolve your complaint satisfactorily, ask them to escalate the matter to their manager.
If your complaint is about your Account Manager, please skip directly to the Compliance department (see Step 3).
Step 3: Escalate to Compliance
If your complaint remains unresolved after speaking with your Account Manager and their manager, or if the complaint is about your Account Manager, you can refer the matter to our Compliance department.
You can contact the Compliance team directly by emailing us at [email protected]. They will review your complaint and contact you directly.
Our Commitment to You
We aim to resolve most matters within 21 days. If your complaint is more complex and requires more time, we will keep you fully informed of our progress.