Complaints Policy

How to make a complaint

If you have a complaint, the best way is to contact us via the in-app chat.

Alternatively, you can submit a complaint using our online form or contact the Complaints team at [email protected].

For any other enquiries, please visit our Help page or contact us via the in-app chat.

Once we have received your complaint we will acknowledge this via email. We will then investigate all the details of your complaint, and issue our response within a couple of days, but this can take up to 14 business days. If you are not happy with our resolution you can refer your complaint to the Ombudsman for Financial Services (“OFS”).

You may also opt to file a complaint with the Labuan Offshore Financial Services Authority (LOFSA).

 L1® is a brand of Golden Touch Investment Bank Ltd. (Company No. LL16431) [Licensed Digital Financial Service (License No. 200130BI)] and Golden Horse Digital Investment Bank Ltd.(Company No. LL16429) [Licensed Digital Financial Service (License No. 210136BI)].  All Rights Reserved.