Customer Rights and Interests
To safeguard our customers’ rights and interests, our company explains the features of various financial products or services to customers and, in accordance with Article 10 of the Financial Consumer Protection Act and Article 5 of the Regulations Governing the Explanation of Important Contract Terms and Disclosure of Risks by Financial Services Enterprises Prior to Providing Financial Products or Services, has established procedures for handling business disputes and related complaints to ensure effective communication channels for customers.(For general inquiries such as trading software operation, please click [Contact Customer Service Center] for assistance.)
- Do not give your seal, passbook, or online trading account number and password to others.
- With the exception of managed futures business, employees of our company are not permitted to accept full discretionary trading authority from clients, make profit guarantees, or agree to share profits or losses.
- Our employees are not permitted to accept orders from individuals who are not the account holder and have not completed an authorization form.
- Our employees are not permitted to provide margin loans to clients, engage in lending relationships with clients, or act as intermediaries for loans.
To protect your rights, please be reminded once again:
All funds related to the purchase or sale of products offered by our company must be processed through designated deposit accounts at financial institutions (not personal accounts). Our company does not accept or handle cash transactions. Do not hand over cash to our employees for remittance or transfer purposes.Please also keep your electronic trading passwords and certificates secure, and do not share them with others to avoid potential damage.
If customers have disputes arising from the financial products or services provided by our company, the responsible business supervisor will communicate with the customer in a respectful manner to resolve the issue. If the customer still has concerns, complaints may be filed through the following channels:
- Customer Service Hotline: 412-8878 (Add 02 when calling from a mobile phone)
- Email: cs@capital.com.tw
- In-person: Any of our business units
- After a complaint is received and investigated, our company will inform the customer of the outcome. If written documentation is required, it will be provided only after review and approval by the company's legal department.
- If the customer does not agree with the resolution proposed by the company or still has doubts and refuses to accept the outcome, the customer may apply for mediation through the Financial Ombudsman Institution, if necessary, to resolve the dispute.
- To enhance service quality, our company ensures that all personnel are informed of and comply with these procedures, and that all complaint cases are handled promptly and fairly.
- Personnel handling customer complaints must keep all customer information involved in disputes confidential, except as otherwise required by law.
