Complaints Policy

Procedure

Any dispute or difference whatsoever in connection with the customer agreement you have entered into with us
must, in the first instance, be dealt with in accordance with our Internal Complaints Handling System. If the
dispute or difference cannot be resolved by us internally, it should be submitted for arbitration to the Institute of
Arbitrators in Hong Kong.

You and we agree to accept the determination of the Arbitrator as final and binding and to submit to the non-
exclusive jurisdiction of the Courts in Hong Kong for the enforcement of any such determination.
Internal Complaints Handling System

1. Should you have reason to complain, then it is important that you advise your usual contact at OFX
immediately. Our staff will be pleased to help. Complaints will usually be resolved at this early stage.

2.  In the unlikely event that your concerns cannot be resolved at the first point of contact, you will be advised to
refer the matter to our Compliance Officer, in writing, in order for them to conduct their own investigation
(compliance@ofx.com). We will respond to you with our final response within 21 days.

3. We are committed to resolving complaints through our complaints procedure. However, should you still remain
dissatisfied following our final response, you can refer your case to the Arbitrator.

Contacting the Arbitrator

Address: Hong Kong International Arbitration Centre, 38th Floor, Two Exchange Square, Central, Hong Kong
Telephone: (852) 2525 2381
Email: adr@hkiarb.org.hk

Our rights

The above procedure does not prevent us from commencing legal proceedings against you immediately for the
recovery of any sums of money payable by you under the customer agreement you have entered into with us.