We welcome your invaluable comments. If anything could improve our service comes to your mind, please let us know. Whether it is a suggestion, compliment or complaint, your feedback is the key to improving our products and services.
For assistance, please contact the 24-hours online customer service staff or kindly send us your comments to email@example.com
Make a suggestion
We understand that even well-established institutions would make mistakes. If you have a complaint, please let us know and let us have a chance to solve these problems. We will investigate the issue, answer your questions, and do our best to restore your confidence in us.
To assist us in helping you, we recommend that you follow a simple five steps process:
1. Collect materials
2. For current trades, please contact our dealing room; for previous trades or other matters, please contact our customer service staff.
3. Transfer to senior management
4. Contact our compliance department, internal audit and risk management supervisor
5. Collect all the supporting materials related to the complaint, think about the questions you require us to answer and how we think we should decide.
Then, if the question relates to current or recent trades, please contact our dealing room directly. Please remember that you should contact us in the most possible instant time, it will give us the opportunity to help you to solve the problem in the simplest and quickest way. If the problem involves a transaction that occurred in the past, then contacting our customer service officer may be the best way. Our staff will comprehensively review the situation and resolve these issues as soon as possible.
If at this stage, the problem has not been resolved or cannot be handled satisfactorily, please ask the person in charge to report the matter to their upper management. We will provide you with the name and contact details of the person who is responsible for investigating your complaint. We will grant the person in charge the necessary authority to review your case.
If the problem cannot be resolved, you can consider reporting it to the compliance, internal audit and risk management supervisor. The supervisor will conduct an independent inspection and contact you directly.
Email to: firstname.lastname@example.org
Head of compliance, internal audit and risk management
We target to resolve all disputes within 15 working days. However, some complicated issues may take longer to process. If this is the case, we will keep you updated with our progress.