Complaints procedure

Our commitment to you:

Each of our clients are important to us, and we believe you have the right to a fair , swift and courteous service at all times.
We will deal with your complaint promptly, effectively and in a positive manner.

We will acknowledge your complaint promptly.

We will investigate your complaint and endeavour to send a final response to you within 4 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time we will send you an update.

We will endeavour to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.

If more than 8 weeks from the date of your complaint has past and you haven’t received a final response , or you are dissatisfied with the final response you have received(at any stage of the process) you can write to our regulator:

The Labuan Financial Services Authority
Level 17, Main Office Tower , Financial Park Complex , Jalan Merdeka , 87000 F.T. Labuan, Malaysia

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