The Purpose of This Policy

At Hata, we are passionate about delivering outstanding service whilst ensuring that every customer feels valued and treated fairly.

Your honest feedback is vital to us and to our commitment to building a long term, sustainable business. To this end, we have established a complaints framework that allows you to share your thoughts if you find that something isn’t quite right with our products or services.

We take every complaint seriously and aim to resolve all issues promptly. This Complaints Policy is intended to guide you through our complaints process by letting you know the steps you should take if you have a complaint, and what you can expect from us in response.

We’re here to listen and to improve so that we can create a better experience for everyone.

Key Terms In This Policy

Complainant: The person who raises the complaint;
Complaints Officer: The individual assigned to handle your complaint, as outlined in section 8.
Complaints Manager: The person responsible for overseeing the entire complaints process at Hata. They may also review your complaint if needed, as outlined in section 8.
Complaints Committee: A group of senior individuals brought together by the Complaints Manager to resolve complaints when necessary, as described in section 8.
Complaints Policy: This document, which outlines our complaints process and is made available to customers. It may be updated from time to time.
Resolution Notice: A written confirmation of the outcome of your complaint, as outlined in section 8.

When To Query and When To Complain

If you have questions about our products or services, need any assistance, or want any information about a transaction, please reach out through our Help Centre.

If you feel that we have violated an agreement or law, caused you harm or inconvenience, treated you unfairly, or if you simply want to express your dissatisfaction with our products or services, please raise a complaint according to this Complaints Policy. We will do our best to resolve the issue.

Phishing and Fraud Incidents

We understand how distressing it can be to fall victim to phishing attacks and other fraudulent activities. Phishing is a growing concern in the financial sector and online. We have been dedicated to keeping our customers and platform safe from day one. We encourage you to learn about measures you can take to protect your account here.

If you have experienced fraud, please report it through our Help Centre or email us at support.hata.io as soon as possible. We are committed to assisting you.

At the same time, it is important for you, our customer, to protect your funds. Do not click on any unsafe links or online offers, or give out your personal information to anyone else. We cannot be held responsible for your loss of funds where you have fallen victim to one of these attacks or scams.

If you believe that we have violated an agreement or law related to a fraud incident, or if you feel that we have contributed to your loss, please raise a complaint according to this Complaints Policy.

Submitting A Complaint

If you would like to submit a complaint, please include:

  1. The details of your Hata Account, including your full name(s).
  2. An email address from which to receive communication about your complaint (should you prefer to receive communication about your complaint via another email address other than the email address registered with us during your onboarding process).
  3. A full description of your complaint. Please provide as much details as possible. You should show how Hata has contravened an agreement or law, caused you any harm, prejudice or substantial inconvenience, treated you unfairly, or has otherwise dissatisfied you.
  4. As much evidence, documents, correspondence, attachments or other information as possible, to allow Hata to respond to and/or investigate your complaint.

If your complaint is too vague or unsubstantiated for us to assist, we may not be able to resolve your complaint satisfactorily and may dismiss your complaint. By raising a complaint with us, you agree to cooperate with the Complaints Officer, Complaints Manager, or Complaints Committee to establish a complete, true, and accurate account of the complaint.

Contacting Us

Please raise your complaint in writing to [email protected]. You are highly encouraged to read section 5 above carefully before submitting your complaint to ensure that we are provided with as much information as possible in order to help you to the best of our ability.

Who May Complain?

Anyone with a direct interest in the subject matter of the complaint can raise a complaint with us, such as:

  • A Hata customer
  • A former Hata customer
  • The successor in title of a Hata customer / former Hata customer
  • A potential Hata customer
  • A person (validly) acting on behalf of one of the above individuals (for example, as a trustee, executor or other similar appointment)

How We Handle Complaints

Once we have received your complaint containing all of the required information set out in Section 5 above, we will handle your complaint as follows:

  1. A Complaints Officer that has been assigned to your complaint will acknowledge receipt of your complaint within 7 Business Days by email to the email address provided in your complaint.
  2. If the Complaints Officer is able to resolve your complaint immediately, you will receive a Resolution Notice with feedback at the same time as the acknowledgement. The matter will then be closed.
  3. If your complaint is more complex and cannot be resolved immediately, the Complaints Officer will need time to investigate the matter further. As part of the investigation, the Complaints Officer is entitled to request further information from you or require you to make written representations to the Complaints Officer. The Complaints Officer will do his/her best to resolve the complaint and provide you with a Resolution Notice within 15 Business Days for complex matters. If the complaint involves multiple issues and cannot reasonably be resolved within 15 Business Days, we will notify you and will endeavour to resolve it as soon as reasonably possible and will keep you updated on a regular basis.
  4. A Resolution Notice will set out, when applicable:
    1. Where your complaint was accepted and how your complaint was resolved;
    2. Where your complaint was rejected and the reasons for this decision;
    3. Where you have requested specific action or redress, whether the action or redress is possible and/or available;
    4. Possible further steps which may be available to you.


Our Complaints Officers are committed to objectivity. This means that their decisions will be made based on facts. Should you feel that their decision was unfair or incorrect, you may request for the matter and the Complaints Officer’s response to be reviewed as follows:

  1. You may request that the matter and response be reviewed by sending a written request to this effect within 7 days of receiving the Resolution Notice. You must include written reasons for taking the matter on review.
  2. The review will be escalated to the Complaints Manager, who will acknowledge your request to review the matter within 3 Business Days, by email to the email address provided in your complaint.
  3. The Complaints Manager will investigate and decide on the matter within 15 Business Days. During this time, the Complaints Manager is entitled to request further information from you or require you to make written representations to the Complaints Manager.
  4. If your complaint is complex, the Complaints Manager may, in his/her discretion, convene a Complaints Committee made up of senior management at Hata to investigate and examine your complaint. If the Complaints Manager chooses to do this, he/she will notify you accordingly. The Complaints Committee will be required to reach a decision within no more than 20 Business Days. The Complaints Committee is entitled to request further information from you or require you to make written representations to the Complaints Committee.
  5. The Complaints Manager will provide you with a written decision of the outcome of your review and any further steps which are available to you.

If your complaint has not been resolved by the Complaints Manager to your satisfaction, you may be entitled to take external adjudicative action depending on the nature of your complaint.

External Actions

Depending on your complaint’s nature, country of origin, and the Hata entity involved, you may have the option to seek an external adjudicator to review our decision. However, please allow us to investigate and respond to your complaint first, following the process outlined in this Complaints Policy, before you engage an external adjudicator.

If external options are available, the Complaints Officer or Complaints Manager will inform you. You are also welcome to explore these options independently. Please keep in mind that there may be deadlines or specific conditions for filing any external actions related to your complaint.

At any time after a dispute arises, we may refer a dispute to the Malaysian International Mediation Centre (“MIMC”) for mediation in accordance with the MIMC’s Mediation Rules (in force at the current time). Upon our submission of our request for mediation with the MIMC, you will be bound to participate in the mediation within 21 days of the date of submission of our mediation request. If Hata chooses to mediate a dispute, you undertake to participate in such mediation reasonably and in good faith with a view towards resolving the dispute amicably. You must be represented by a person with authority to negotiate and settle the dispute on your half. We shall determine the date of the mediation. Unless otherwise agreed between you and us, the appointed mediator will be selected by the MIMC. The mediation shall take place in Malaysia and be conducted in English, and you agree to be bound by any settlement agreement that is reached.

Hata may also refer a dispute to the Asian International Arbitration Centre (“AIAC”) in accordance with the AIAC Arbitration Rules (in force at the current time). The seat of the arbitration shall be in Malaysia, and shall be conducted in English. There shall only be one (1) arbitrator. You, the user, may only refer a dispute to arbitration after exhausting the complaints process set out above. Notwithstanding the above, if at any time Hata deems in its sole and absolute discretion that emergency relief (such as, but not limited to injunctive relief) is required or appropriate, Hata shall be entitled to take such appropriate steps to seek such emergency relief before the Malaysian courts or in emergency arbitration proceedings.

Legal Action

If you wish to pursue legal action against us regarding the outcome of your complaint, please note that you must do so within one (1) year from the date you receive the final written decision from the Complaints Manager.