Overview

The Registrar strives to provide an effective mechanism for financial consumers to address their grievances if they are dissatisfied with the resolution of their complaints concerning the conduct and performance of financial services and products offered by regulated financial institutions.

All financial institutions are mandated to establish internal procedures for handling complaints efficiently and resolving issues raised by financial consumers promptly. If a financial consumer remains dissatisfied with the resolution provided by a regulated financial institution, they have the option to lodge their complaints with the Registrar through the complaints handling portal.

The findings obtained from complaints investigations play a critical role as indicators of broader market conduct issues within the financial industry. This information informs the Registrar's planning and the targeted areas for market conduct supervision and policy direction.

How to Lodge a Complaint

In the initial stages, report your complaint to the respective financial institution's branch or service center. You can do this either in person, in writing, or by telephone.

If the issue has not been resolved to your satisfaction, you may then proceed to lodge the complaint with the Registrar through the complaints handling portal.