Complaint Handling Policy
Windsor Brokers cares about always keeping its clients happy and satisfied with its services.
The purpose of this Complaint Handling Policy is to outline the Company’s effective and transparent procedure for the immediate complaint handling of all existing clients.
To lodge a complaint, you may use one of the following options:
- Through an email to: [email protected]
- Through a phone call to Company’s official telephone centre found on the Company’s website
- Through an official letter to the Company’s registered address found on the Company’s website
Please note that the lodge of the complaint shall include the date of the incident along with any supporting documentation. All formal complaints are handled by the Compliance Officer of the Company and all information and documentation is treated with the utmost confidentiality.
Upon receipt of a valid complaint, a written acknowledgment will be sent to the Client within the next two working days. This acknowledgement will further notify the Client of the unique reference Number (URN) which must be used in all future communication with the Company regarding the specific complaint.
The Company will investigate the Client’s complaint with the aim of reaching a final resolution of any issue in a timely manner.
During the complaint investigation period, the Company may inform the Client of the handling process and request additional information and/or documentation (as necessary) for the full assessment of the said complaint.
If you have further inquiries/concerns regarding our procedures or products, please contact [email protected]
Kindly note that if your inquiry does not qualify for a complaint, the company may not respond.
In the unlikely event that we are unable to resolve your complaint, or if you are not satisfied with our final response, the Company will inform the client of the details of the Regulatory Authority to further examine the complaint.