At Hugosave, your satisfaction is our priority, and we are committed to addressing your concerns efficiently. If you have complaint, please follow the steps below for a smooth resolution:
Step 1 : Contact Our Customer Support Team - Reach out to our team through the following channels
- In-App support: Available 24/7 for immediate assistance.
- Email: contact us at Hugo Help
When submitting your complaint please provide:
- Registered name and contact details (valid email address and telephone number).
- The date of the issue.
- A detailed description of the concern.
- Any supporting documents including a copy of the police report and digital communication trail(s) (if any) to help us address the matter promptly.
We will acknowledge receipt of your complaint and respond within 1 business day. Most concerns are successfully resolved at this stage by our dedicated team.
Step 2: Seek Independent Resolution
If you remain dissatisfied with the resolution provided, you may escalate your case to the Financial Industry Dispute Resolution Centre Ltd (FIDReC).
Please note the following criteria for FIDReC to accept your complaint:
- The complaint is filed within six months of Hugosave’s final reply.
- It pertains to services provided by Hugosave.
- It is not solely related to the investment performance of a financial product.
- It has not been previously addressed or resolved by FIDReC unless there is new material information available.
For more details on FIDReC’s complaint handling process, please visit FIDReC’s website. To review the eligibility criteria, refer to FIDReC’s Terms of Reference.
We value your feedback and are committed to resolving your concerns effectively. Please feel free to reach out at any stage for assistance.