Filing a Complaint
At HiPoint Financial, we take complaints seriously. Our goal is to acknowledge
and address your concerns in a timely, fair, and confidential manner.
STEP 1: Speak With Us Directly
- Contact the individual or department that provided you with the service.
- Provide your:
- Name and contact details (phone and email)
- Policy or account number
- Description of the issue and desired resolution
- Supporting documents (if applicable)
- You will receive written acknowledgement within three (3) business days.
- The individual or department will attempt to resolve your concern within
ten (10) business days of receipt.
STEP 2: Escalate to the Compliance Officer
If your concern is not resolved, or you are unsatisfied with the response, you may escalate to:
- You will receive written acknowledgement within three (3) business days.
- A final written response will be provided within sixty (60) days of the initial receipt of your complaint.
- In exceptional cases (e.g., delays in obtaining third-party information or complex investigations),
the timeline may be extended by up to thirty (30) additional days. You will be notified of the reason
for the delay and given an updated response timeline.
STEP 3: External Recourse
If you remain dissatisfied with our final decision or complaint process, you may contact:
