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.

In order to lodge a complaint, you may use one of the following options:

  1. Through an email to:
  2. Through a phone call to Company’s official telephone centre found on the Company’s website
  3. 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.

Should the Client feel dissatisfied with the Company’s assessment or settlement, the Company will inform the client of the details of the Regulatory Authority or the competent body to further examine the complaint.