MUFG Cayman
Client Complaints Policy

MUFG Cayman Client Complaints Policy

This policy details the complaints handing infrastructure with effective and transparent complaints management processes for the prompt handling of clients’ or investor complaints.

MUFG Alternative Fund Services (Cayman) Limited (“MAFS”) is authorized by Cayman Islands Monetary Authority (CIMA) for banking and trust services and MUFG Fund Services (Cayman) Limited (“MFS”) is authorized by CIMA for fund administration and trust services (MAFS and MFS hereinafter referenced jointly as “MUFG Cayman”).  Any complaint a client wishes to lodge in relation to MUFG Cayman’s services can be directed to the postal address provided below:

MUFG Alternative Fund Services (Cayman) Limited or
MUFG Fund Services (Cayman) Limited:

Maiden Place, 227 Elgin Avenue
PO Box 852
Grand Cayman KY1-1103
Cayman Islands
Attention:  Complaints Officer

E-mail: [email protected]

“Complaint” is defined as an expression of dissatisfaction by a client regarding the provision of services provided to the client.

This policy is endorsed by the Board of Directors of MUFG Cayman. This Policy will be reviewed and/ or amended from time to time and/ or as and when considered necessary by the Board of Directors and the Compliance Department.

Complaints will be addressed and responded to free of charge.

COMPLAINTS HANDLING PROCESS

Client complaints are overseen by the Compliance Department, the contact details for which is [email protected]   All complaints received by the Compliance Department relating to the services provided by MUFG Cayman shall be reported on a quarterly basis to the Board of Directors.

Verbal communications can sometimes be unclear or open to interpretation, accordingly, it is in both the client’s interests and MUFG Cayman’s interests that an accurate and clear record of any complaint be produced in writing.

The Compliance Department shall review each bona fide complaint received, no later than the next working day after receipt. A timely communication shall be sent to the client acknowledging receipt of the complaint and provide an expected timeline for when the final decision letter should be issued. MUFG Cayman will endeavour to acknowledge the complaint within 24 hours however, at the latest, we will acknowledge it within five business days.

MUFG Cayman will provide the complainant with the following details of its complaint handling process/procedures:

  1. The contact who will be responsible for reviewing and actioning the complaint;
  2. The review process and what this might entail;
  3. An estimated timescale for the review process; and
  4. If deemed necessary following the conclusion of the complaint by MUFG Cayman, the escalation process for further action by MUFG Cayman.

The investigation of the complaint is subject to the provision of the correct information by the Complainant.

We will endeavour to provide an appropriate resolution as part of our initial communication. In the event where you are dissatisfied with the resolution presented, we will review the complaint again to determine an alternative resolution where possible.

We will look to provide a resolution within one calendar month of the date of receipt of a complaint and failing to resolve within this timeframe, the Complainant will be immediately notified of an expected timeframe for resolution. It is important to note that where the complainant is not satisfied with the resolution presented by MUFG Cayman, they have the right to refer the matter to CIMA. CIMA has further information on their website regarding the process of filing complaints with them, which can be found here: https://www.cima.ky/policy-on-complaints-against-licensees.