Do you have a Complaint / Feedback?

Atlantic Partners Asia (“APA”, “we”, “us” or “our”) welcomes feedback, whether positive or negative, about the services we provide. We use feedback to continually improve our processes and services. We are also committed to delivering fair outcomes and resolving complaints as and where possible. In line with our regulatory obligations, we maintain effective and transparent procedures for the prompt and fair handling of complaints in relation to the services we provide.

“Feedback” includes compliments, suggestions and comments, whether positive or negative, about our services or processes. A “complaint” is an expression of dissatisfaction about our services for which you seek a response or resolution. We use feedback to support continual improvement and handle complaints through the complaints-handling process set out below. If your feedback includes a complaint, we will handle that complaint through the process set out in this document.

APA Group is made up of separately incorporated, and where applicable, separately licensed entities. The APA entity that provides you with the product or service or which you have signed a Client Agreement with (the “Applicable APA Entity”) is responsible for handling your complaints about any products or services or about your access or use of APA One Portal.

This process applies to our Clients, prospective Clients and former Clients and to anyone authorised to act on their behalf (“Authorised Users”). WE ENCOURAGE YOU TO FIRST CONTACT YOUR USUAL POINT OF CONTACT AT APA, EITHER BY PHONE OR EMAIL, SO THAT WE CAN TRY TO RESOLVE YOUR CONCERNS AS QUICKLY AS POSSIBLE. If this is not successful, please follow the process below.

Where we decline, delay, restrict or end a service because of a legal or regulatory obligation, the law may prevent us from giving you reasons in full. You can still submit a complaint, and we will review whether the decision was made in line with our policies, applicable law or the Client Agreement.

Please submit your complaint in writing by email to complaints@atlanticpartnersasia.com.

Please start the subject line of your email with the word “Complaint”, followed by your full name (or your business’s name) and the name of the Applicable APA Entity, if you know it. For example: “Complaint – Full Name or Company Name – APA Entity”.

Complaints must be submitted in writing and should contain all relevant information, including, the complainant’s full name and contact details, a description of the issues, relevant transaction or account references and dates, the outcome sought and supporting documentation. FOR SECURITY PURPOSES, DO NOT SEND PASSWORDS, FULL PAYMENT-CARD NUMBERS, OR GOVERNMENT-ISSUED IDENTIFICATION NUMBERS BY UNSECURED EMAIL.

USING OUR COMPLAINTS PROCESS DOES NOT AFFECT YOUR LEGAL RIGHTS THAT MAY BE AVAILABLE TO YOU.

a) Once we receive your written complaint, APA will acknowledge your complaint within 2 business days.

b) We will investigate your complaint fairly and impartially. We will keep you informed if we need more information from you or more time to complete our investigation.

c) We will provide you with a final response within 30 days of acknowledging your complaint. Our response will describe the complaint we considered, our decision and the reasons for it, and any corrective or remedial action we are offering. It will also explain how you can take your complaint further if you are not satisfied with the outcome.

d) If we cannot resolve your complaint satisfactorily within the 30-day period, we will write to you before that deadline. We will explain the reasons for the delay in providing our final response and give you an indicative, reasonable timeframe for receiving it.

If your complaint is not resolved through this process, or you are not satisfied with the outcome, you may be able to refer it to an industry complaints body or regulator. Whether one is available depends on the Applicable APA Entity – please check below.

Please note that each industry complaints body or regulator has its own eligibility rules, time limit and process, so please check with them.

We handle complaints confidentially and keep records of the complaints in accordance with our Privacy Policy.

We may update this Complaints Process from time to time. The current version will be available on our website or may be requested by emailing complaints@atlanticpartnersasia.com and requesting a copy.