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Complaints Handling & Record Keeping Policy

1. Overview 

At Ingots.io, we are committed to ensuring our users receive transparent, fair, and timely support. This Complaints Handling & Record Keeping Policy outlines how we receive, manage, respond to, and document complaints related to our platform, services, and offerings. 

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2. Scope 

This policy applies to all users of Ingots.io services, including but not limited to: 

  • Dual Asset Trading 

  • Ingots Indexed Token (Index Token by Ingots) 

  • MYRX (Malaysian Ringgit-backed Stablecoin) 

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3. How to Lodge a Complaint 

If you experience an issue or have concerns, you may submit a formal complaint by emailing: 
Email: [email protected] 

Required Details: 

  • Your full name and registered email address. 

  • A detailed description of the complaint. 

  • Relevant transaction IDs, timestamps, or supporting evidence (if applicable). 

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4. Response Timeline 

Step 

Timeline 

Acknowledgement of Complaint 

Within 1 working day of receipt. 

Progress Updates 

Every 3 working days during resolution. 

Target Resolution 

Within 5–7 working days (complex cases may require longer). 

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5. Complaint Handling Process 

  1. Receipt of Complaint 

  • Logged in our secure system and assigned a unique ticket ID. 

  1. Investigation 

  • Reviewed by the Compliance Team within 24 hours. Escalated to legal/technical teams if needed. 

  1. Resolution 

  • Users receive a proposed solution or remediation (e.g., refund, correction). 

  1. Follow-Up 

  • User satisfaction survey sent post-resolution. 

Appeals: Unsatisfied users may escalate complaints to [email protected] within 14 days of resolution. 

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6. Record Keeping 

  • All complaints are stored securely with the following details: 

  • User ID and contact information. 

  • Nature of complaint and supporting evidence. 

  • Full correspondence and resolution steps. 

  • Dates opened/resolved. 

  • Retention Period: 7 years, per Securities Commission Malaysia’s (SC) Guidelines on Digital Assets and the Limitation Act 1953. 

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7. Governing Authority 

This policy complies with: 

  • Malaysia: Securities Commission’s Capital Markets & Services Act 2007 and Guidelines on Digital Assets. 

  • International: GDPR (for EU users) and FATF recommendations on record-keeping. 

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8. Disclaimer 

Ingots.io is not liable for complaints arising from: 

  • User error (e.g., incorrect transaction details). 

  • Third-party services (e.g., bank delays, network fees). 

  • Force majeure events (e.g., natural disasters). 

 

Effective Date:  15 April 2025 
Last Updated: 15 April 2025