Complaints Handling

Policy Version 1.0, published and effective 31 August 2026.

1. Introduction

Battrust Investment Bank Limited ("the Bank", "we", "us", or "our") is committed to handling client queries, complaints, and disputes in a fair, timely, transparent, and professional manner. This Policy applies to queries and complaints concerning the Bank's custody services, investment advisory services, accounts, client portal, transactions, communications, personnel, or other services provided by the Bank.

2. Queries

If you have a question about your account, custody arrangement, investment advisory service, transaction, statement, or client portal access, first contact the Bank's Operations Department:

We aim to resolve a query immediately or within one to three (1–3) business days. If we need more time, we will send a written acknowledgement explaining that the matter remains under review. If you remain dissatisfied with our response, you may submit a formal complaint below.

3. Submitting a formal complaint

If you are dissatisfied with the response to a query, or the matter requires a formal investigation from the outset, submit a Complaint Form to:

There is no charge for submitting a complaint. Your complaint should include your identity and contact details, the account/service/transaction it relates to, the date(s) of the matter, a clear description of the concern, any supporting evidence, and the outcome you are seeking. Contact us for a copy of the Complaint Form if you need one.

Never include passwords, PINs, one-time passwords, or other confidential security credentials in an email, live chat message, or complaint submission.

4. What happens next

We will acknowledge receipt of a properly submitted complaint within three (3) business days. We will review the complaint impartially and aim to provide a written outcome, and where appropriate proposed remedial action, within seven (7) business days from acknowledgement. If we need more time, we will notify you in writing of the reason for the delay, the current status, and the expected timeframe. In any event, we aim to provide a final response no later than fifteen (15) business days from acknowledgement, subject to the complexity of the matter.

You may withdraw a complaint at any time by giving us written notice. An authorised representative may submit a complaint on your behalf, subject to providing written authority and identification.

5. Escalation to Labuan FSA

If you remain dissatisfied after completing the Bank's complaint process, you may refer the matter to the Labuan Financial Services Authority ("Labuan FSA"). Please note that Labuan FSA may not attend to a complaint unless satisfied that the matter has first been brought to the Bank's attention through the process above. Visit Labuan FSA's complaints handling page for more information.

Contact us

Battrust Investment Bank Limited
1-23(A), First Floor, Paragon, Jalan Tun Mustapha, 87008 Labuan F.T., Malaysia
Telephone: 087-413161
Email: complaints@battrustinvestment.com