Submit a Complaint

Before you submit

To help us investigate and resolve your complaint promptly, please include sufficient details: the nature of the issue, relevant dates and times, transaction IDs where applicable, and your desired resolution. If you have supporting documents, you may send them to [email protected] quoting the reference number you receive in our acknowledgement.

Complaint form

Full name *

Email address *

Phone number

Client / account ID (if applicable)

Complaint category *

Date of the issue

Transaction ID(s) (if applicable)

Description of the complaint *

Desired resolution *

Required fields are marked *. No fee applies.

Other channels

You are not restricted to this form. Complaints may also be submitted by email to [email protected], via the MetraCore app, or by telephone.

What happens next

Acknowledgement: within one (1) week of receipt, with a unique reference number and outline of next steps.
Resolution: within four (4) weeks of receipt, except under extraordinary circumstances which will be documented and communicated to you.
Extended resolution: if more time is needed, we will explain the delay and resolve the complaint no later than eight (8) weeks from the date it was made.
Escalation: if you are dissatisfied with the resolution, you may escalate the matter to VARA or other relevant regulatory or dispute resolution bodies.