Effective: November 23, 2023
 

MONEXIN Financial Services Ltd. (“MONEXIN”, “we” or “us”) endeavors to offer products and services that meet and surpass your expectations. We appreciate your feedback regarding our exceptional services as well as any instances where we may have fallen short. In such situations, we encourage you to contact us promptly so that we may address any concerns you may have.

It is advised to address issues promptly following the occurrence of events. Regardless of the method through which you communicate your concerns, you can expect to receive a response within one week. In cases where the matter is complex, resolution may require a longer time period.
 
 We kindly request that you contact us initially at: [email protected] , so that we may provide the most suitable response.
 
 If a complaint has not been resolved or closed within a period of two weeks from the date on which it is first communicated to [email protected] , it shall be automatically escalated to the person appointed by MONEXIN for the handling of individual complaints.

If your complaint has not been appropriately addressed through electronic correspondence, please submit your concerns in writing:
 
 MONEXIN Financial Services Ltd.
 Attn: Complaints
 1500 WEST GEORGIA, 13TH FLOOR, VANCOUVER, BC, V6G 2Z6, CANADA

If you are dissatisfied with the final response from MONEXIN, you have the option to escalate your concerns to an external complaints body: Ombudsman for Banking Services and Investments (OBSI). 

Ombudsman for Banking Services and Investments (OBSI)
 20 Queen Street West, Suite 2400
 P.O. Box 8
 Toronto, ON M5H 3R3
 Fax: 1-888-422-2865
 Email: [email protected]