WhaleFin Complaints Handling Policy
Whalefin Markets Limited (the “Company”) seeks to provide our customers with best-in-class products and services. The Company takes complaints and suggestions seriously as they assist us to identify ways to grow, develop, and improve. We endeavour to resolve your issue fairly and transparently.
How a complaint can be made:
If you have a complaint, you can email us at complaint@whalefinhk.com. Please provide as much details as possible, including:
- The KYC name and email address of your account
- An outline of your concern including supporting documents if available such as deposit or withdrawal address, or transaction ID
- How you would like the concern to be resolved
How will a complaint be handled:
When you send a complaint, the Company will confirm that we’re looking into your complaint within seven days.
The complaint will be handled by the compliance team who will thoroughly and objectively assess your concerns. Further information or clarification may also be sought.
We aim to deal with complaints as quickly as possible – this will usually be within seven days but might take longer if the complaint is complex. We will keep you updated if this is the case.