Complaints & Dispute Resolution Policy

Last updated: 08/04/2026

Last updated: 01/09/2025

1. Purpose and Commitment

BanQr Group Limited (“BanQr”, “we”, “us”, “our”) is committed to treating all customers fairly, transparently, and in accordance with international best practices and Shariah principles.

This Complaints & Dispute Resolution Policy outlines how customers can raise concerns, how BanQr will address them, and the processes available if disputes cannot be resolved directly.

2. Scope

This Policy applies to:

  • All customers and users of BanQr products and services (digital banking, investments, tokenised assets, REITs, and related services).
  • All complaints relating to BanQr’s operations, staff, systems, products, and customer service.

3. Principles

Our complaints handling is based on the following principles:

  1. Fairness – Each complaint is handled impartially, without bias, and in good faith.
  2. Transparency – Clear processes, expected timelines, and outcomes are communicated.
  3. Confidentiality – All personal and complaint details are handled securely.
  4. Accessibility – Customers can lodge complaints through multiple channels.
  5. Shariah Compliance – Dispute resolution incorporates Islamic principles of fairness, justice, and reconciliation.

4. Lodging a Complaint

Customers may lodge a complaint through:

  • Email: Contact Us
  • Website: Use Contact Us complaints submission link
  • In-app customer support
  • By mail: BanQr office address on Website Contact Us page

Complaints should include:

  • Full name and contact details
  • Account or reference number (if applicable)
  • Details of the issue and supporting documentation

5. Complaint Handling Process

  1. Acknowledgement – BanQr will acknowledge receipt of the complaint within 3 business days.
  2. Investigation – A dedicated officer will review the complaint, gather facts, and assess any regulatory or Shariah implications.
  3. Response – A formal response will be provided within 30 days. If more time is required, the customer will be notified.
  4. Resolution – Where possible, BanQr will propose corrective actions, redress, or service improvements.

6. Shariah-Compliant Dispute Resolution

BanQr recognises that certain disputes may relate to Shariah compliance of products or services.

In such cases:

  • The matter may be referred to BanQr’s Shariah Supervisory Board (SSB) for review.
  • The SSB may issue a Shariah ruling (fatwa or guidance) to clarify compliance.
  • Customers may also request that disputes be mediated in accordance with Shariah arbitration principles (sulh – amicable settlement; tahkim – arbitration).

7. External Dispute Resolution

If a complaint cannot be resolved internally:

  • Customers may escalate the matter to the relevant financial regulator in their jurisdiction (e.g., Labuan FSA, OJK in Indonesia, BNM in Malaysia, or others as applicable).
  • Customers may also seek resolution through recognised Alternative Dispute Resolution (ADR) bodies, including Shariah-compliant arbitration centres where available.

8. Reporting and Continuous Improvement

  • BanQr maintains a Complaints Register to monitor and track complaints for compliance, risk management, and service improvement.
  • Regular reports are submitted to the Board of Directors and the Shariah Supervisory Board.
  • Complaint trends are reviewed to strengthen service quality and Shariah compliance.

9. Customer Rights

Customers have the right to:

  • Be heard and treated respectfully.
  • Receive timely and fair responses.
  • Request review by the Shariah Supervisory Board where relevant.
  • Escalate unresolved disputes to regulators or external arbitration.

10. Policy Disclosure

This Policy is published on BanQr’s website and made available to customers upon request. It demonstrates our commitment to ethical, transparent, and Shariah-compliant financial services.