Complaint
Complaints Procedure | Dupoin Cambodia
- Customer may submit a written complaint by emailing us at [email protected]
- The following information must be included in the complaint (incomplete information may delay the investigation process):
- Client account number
- Full name
- Detailed description of the issue
- Affected transaction number(s), if applicable
- Date and time the issue occurred
- Any other relevant supporting materials
- We will handle the complaint in the procedure stated below:
- Acknowledgement: A responsible employee of Dupoin Markets Cambodia will contact you within 5 business days of receipt.
- Recording: Your complaint is recorded as soon as it is received.
- Investigation: We review the matter, request further information if needed, and determine the root cause.
- Outcome: We inform you of the result, the steps taken to resolve the issue, and any actions implemented to help prevent similar issues in the future.
- If you are unsatisfied with the outcome provided by us, you may escalate the matter to the Securities and Exchange Regulator of Cambodia (SERC) by contacting its Legal Affairs Department. Contact details are available here.
FAQs
How Do I Submit a Complaint?
Submit a written complaint by emailing us at [email protected].
What Information Should I Include in My Complaint?
Include your full name, account number, a detailed description, the date and time of the issue, any affected transaction numbers and supporting materials.
When Will My Complaint Be Acknowledged?
A responsible employee will contact you within five business days of receiving your complaint. This is the acknowledgement period, not the resolution deadline.
What Happens After I Submit a Complaint?
We record and investigate your complaint and may request additional information. Once the review is complete, we will explain the outcome and any actions taken.
What If I Am Not Satisfied with the Outcome?
You may escalate the matter to the Legal Affairs Department of the Securities and Exchange Regulator of Cambodia (SERC). Contact details are available through the link on this page.