Complaints & Grievance
Complaints are handled through a dedicated mailbox and applied equally to individual, corporate, and institutional participants.
Acknowledgement and response timelines
We acknowledge complaints promptly and provide a substantive response within a target period of 15 business days. Complex matters may require more time; we explain the reason and expected timeline.
Process
- Intake
Send the complaint, participant identifier, transaction date, and description to the complaints mailbox.
- Review
Compliance reviews records, participant category, controls, and applicable obligations.
- Response
We communicate findings and any available remedy or next step.
- Escalation
Suspected criminal, sanctions, or reportable matters are escalated to the appropriate authority.
Equal application. Complaint procedures apply equally across all applicant categories.
Record retention
Complaint records and actions are retained for five years or longer where law requires.