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Feedback and Complaints

Zodia Custody is committed to handling feedback and complaints in a quick, fair, effective, courteous, and thorough manner. Feedback and complaints are handled consistently through a standardised process designed to ensure matters are addressed appropriately and within a reasonable timeframe.

Raising feedback or a complaint
Clients may submit feedback or raise a complaint directly with Zodia Custody at any time and without barriers. Complaints can be submitted using the downloadable form and contact details provided on this page and may be made in writing or electronically.

All complaints received are logged and managed through Zodia Custody’s complaints handling process, which is supported by technology from submission through to closure and reporting.

What to expect
Once a complaint is received, it is logged and acknowledged within three business days from the date it is received by the complaint handler. The acknowledgement confirms:

  • The date the complaint was received
  • The expected complaint handling timeframe
  • The name and contact details of the individual or department responsible for managing the complaint
  • A copy of the complaint where it has been submitted electronically

Each complaint is investigated promptly and addressed in an equitable, objective, and unbiased manner. Appropriate communication is maintained with the complainant throughout the process, and the outcome of the investigation is communicated clearly once completed.

A complaint is closed once the root cause has been identified, recorded, and appropriately addressed or remediated. Where necessary, relevant internal teams, including Legal and Compliance, are involved in the handling of complaints.

Repeat complaints
A complaint is treated as a repeat complaint where a client confirms they have previously contacted Zodia Custody regarding the same issue and it has not been addressed, or where a previously resolved complaint is raised again due to dissatisfaction with the outcome.

Download the complaints form here.

Institutional Investor Disclaimer

The products and services offered by Zodia Custody and its affiliates are exclusively available to institutional investors, including accredited or professional investors, in accordance with applicable law and regulatory requirements. These products and services are not intended for the general public or for retail investors. By accessing this site and engaging with Zodia Custody or its affiliates for their products and services, you confirm that you qualify as an institutional investor and are not a member of the general public nor are you operating in the capacity of a retail investor.

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