Customer Dispute Resolution Policy
Last Updated: 10 November 2025
At PAA Capital Group (“PAA Capital”, “we”, “us”), we are committed to delivering a reliable, transparent, and professional service experience. While we aim to resolve every matter efficiently and courteously, concerns or misunderstandings may sometimes arise. This Customer Dispute Resolution Policy explains how to raise a complaint and how we handle it.
1. Contact Us First
If you experience an issue or wish to raise a concern, we encourage you to contact us directly so we can resolve it as quickly as possible.
Preferred Contact Channels
Support Ticket System: Submit a ticket via our secure online support portal.
Online Banking Messages: If you are an active account holder, you may contact us through the secure messaging function within the PAA Capital online banking platform.
These methods ensure your inquiry is logged, tracked, and managed promptly.
2. Our Complaint Handling Process
a. Acknowledgement
We acknowledge all complaints within 48 hours of receipt.
b. Investigation
We conduct a thorough review of the matter.
This may involve contacting you to obtain additional information or supporting documents.
c. Resolution
We aim to provide a clear response and proposed resolution within 7 days of receiving your complaint.
d. Follow-Up
After the matter is resolved, we may contact you to confirm that you are satisfied with the outcome and that no further assistance is required.
3. Escalation Procedure
If you are not satisfied with the initial decision, you may request an escalation.
The case will then be reviewed by a senior team member or manager.
We aim to provide a further response within 7 days of the escalation request.
4. External Dispute Resolution
If you remain dissatisfied after completing our internal escalation process, you may choose to seek external assistance.
Depending on your country of residence and the type of service involved, external options may include:
A consumer protection authority
An ombudsman or regulatory body
A small claims tribunal or similar mechanism
We will provide any necessary documentation to support the external review process.
5. Feedback
We welcome feedback on how we handle complaints.
Your input helps us improve our services and strengthen our customer support processes.
You may submit feedback through the same support channels listed above.
6. Changes to This Policy
We may update this policy periodically to reflect changes in regulatory requirements or internal processes.
Any updates will be published on this page with a revised “Last Updated” date.
7. Contact Information
For questions about this policy or for submitting a dispute, please contact us through the Support Ticket System or via the secure messaging function in the online banking platform.
(We intentionally do not publish a direct email address to reduce spam and ensure secure communication.)