Complaints

We accept complaints about Silverhorn’s provision of services under a Client Agreement or management of funds.

​

How to lodge a complaint?

​

You may submit your complaints in writing to Silverhorn’s Complaints Officer at complaints@silverhorngroup.com, or by mail to Silverhorn’s office address.

​

For us to follow up and communicate any investigation outcomes, please include your contact details in your message.

​

We endeavour to protect the confidentiality of any complaints received. You may refer to our data protection notice for details of how we manage your personal data, available at https://silverhorngroup.com/important-notices/.

​

What is the complaints process?

We endeavour to handle complaints as a matter of priority. We will acknowledge your message within 3 working days upon receipt, and aim to resolve most issues within 2 months. Depending on the circumstances, we may need more time occasionally, and we will keep you informed.

​

Your complaint will be reviewed by a Complaints Committee, consisting of staff with appropriate authority and independence (who are not directly involved in the subject matter of the complaint, if possible).

​

Whistleblowing

Silverhorn facilitates a whistleblowing channel for escalation of matters relating to fraud, misconduct, malpractices, unethical behaviours or other breaches.

​

We accept whistleblowing reports from Silverhorn’s staff members and service providers, in respect of any act or practice indicating misconduct, malpractices, unethical behaviours, involvement in financial crime, or failure to comply with any legal or regulatory obligations, or otherwise deliberate concealment of any of the above, by staff member(s) or Silverhorn.

​

How to lodge a whistleblowing report?

​

You may submit your whistleblowing reports in writing to Silverhorn’s Complaints Officer at complaints@silverhorngroup.com.

​

For us to follow up and communicate any investigation outcomes, please include your contact details in your message.

​

To facilitate our investigations, we do not accept anonymous whistleblowing reports. We endeavour to protect the confidentiality of any reports received, and the identity of the whistleblowers. You may refer to our data protection notice for details of how we manage your personal data, available at https://silverhorngroup.com/important-notices/.

​