We take every complaint seriously and aim to resolve them fairly, promptly, and transparently.
Send a written complaint to complaints@fipnext.com including your full name, registered email, a clear description of the issue, relevant transaction IDs, and the resolution you are seeking.
You will receive written acknowledgment within 2 business days, including a unique complaint reference number.
Our Complaints Officer will investigate the matter independently. We may contact you for additional information. Investigations are typically concluded within 15 business days.
You will receive a written final response outlining our findings, conclusions, and any corrective action. If we need additional time, we will inform you in writing with an expected timeline.
If you are not satisfied with the resolution, you may escalate the matter to the appropriate regulatory authority in your jurisdiction.
All complaints and resolutions are recorded and retained in accordance with applicable law and our data retention policy.