FundBank Ltd. Client Complaints Handling Guide

Purpose: At FundBank Ltd. (“FundBank”), we are committed to providing exceptional customer service. If our services do not meet your expectations, we encourage you to let us know. This guide outlines how you can submit a complaint and how we will handle it in a transparent, fair, and timely manner.

Submitting a Complaint

You may submit complaints in writing via:

  • Email: compliance@fundbank.com
  • Postal Mail: The Complaints Officer
    FundBank Ltd.
    The White House, 20 Genesis Close
    PO Box 2633, KY1-1102
    The Cayman Islands

If you prefer to lodge a verbal complaint, our staff will assist you in documenting the relevant details and forwarding your complaint to the Complaints Officer.

Acknowledgement of Your Complaint

  • FundBank will acknowledge receipt of your complaint in writing within five (5) business days.
  • The acknowledgement will include:
    • Your name and contact details.
    • A summary of your complaint.
    • The date your complaint was received.
    • Contact details of the person managing your complaint.
    • An outline of the next steps and timelines.

Investigation Process

  • Upon receipt, the Complaints Officer will conduct a timely and impartial investigation.
  • Relevant departments may be consulted to ensure a thorough review.
  • You will receive a written summary of our findings and any corrective actions within ten (10) business days. If additional time is required, we will provide updates explaining the delay and an expected resolution timeline.

Escalation

  • If you are dissatisfied with the resolution, you can refer the matter to the Chief Risk Officer – send an email to CRO@fundbank.com. The CRO will independently review your complaint and communicate the final outcome to you.

Ongoing Communication

  • During the investigation, we will keep you informed of the progress.
  • Updates will be provided if there are any delays in resolving your complaint.

Record Retention and Continuous Improvement

  • FundBank retains all complaint records for a minimum of five (5) years.
  • We regularly analyze complaints to identify trends and improve our services.
  • If multiple complaints highlight systemic issues, we will conduct a root cause analysis and implement corrective measures.

Accessibility of Procedures

  • This guide is available on our website and can be provided upon request.
  • We ensure that our complaints process is easily accessible and transparent.

Customer Rights and Confidentiality

  • Complaints are treated confidentially.
  • You will not be penalized for submitting a complaint.
  • Where necessary, FundBank provides redress or compensation for financial or non-financial losses caused by our services.

 

Contact Us

For further assistance, please contact:

The Complaints Officer
FundBank Ltd.
Email: compliance@fundbank.com
Phone: +1 (345) 745-9999

We value your feedback as an opportunity to improve our services. Thank you for helping us serve you better.