Consumer Protection

‍Ryse Consumer Assistance Mechanism
At Ryse, we value your rights as a consumer of financial products and services, and we are committed to providing you with the highest quality of service.
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Should you have any concerns or complaints regarding our products or services, please visit our Help Center.

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How can we assist you better?

In order to assist you better, kindly provide the following information:

A. Provide complete and accurate details of your concern, including:

  • Full name
  • Registered mobile number and/or email address with Ryse
  • Date and time of the incident
  • Description of the issue or transaction involved

B. Provide supporting documents to support your concern.

  • Examples include screenshots, transaction receipts, reference numbers, and correspondences.

We will assist, receive, and acknowledge your inquiries and complaints. Our acknowledgement shall:

  1. Provide an assurance that we are handling your complaint
  2. Indicate your ticket number
  3. Inform you if we require additional documents or information
  4. Provide indicative timelines and commit to keep you informed of the process and the measures being taken to resolve your issue

For more information on how we process, store, and protect your personal data, please see the Ryse Privacy Notice.

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How do we do it?

Once we receive your complaint, we will:

  1. Review your concern and the documents you submitted.
  2. Contact you for additional information, if necessary, through your registered contact details.
  3. Conduct an internal investigation and work with the relevant units to resolve your concerns.
  4. Inform you of the resolution of your concern once established, including:
    • What we found
    • Actions taken or to be taken
    • Any remedies or adjustments, if applicable

Ryse is committed to handling your concerns fairly, transparently, and in a timely manner, in line with applicable regulations on financial consumer protection.

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Are you satisfied with how we handled your complaint?

If, for some reason, you are not satisfied with the resolution of your complaint, or if you believe that your rights as a financial consumer have been violated, you may elevate your concerns to the appropriate government regulatory agencies, depending on the nature of the product or service.

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You may contact the Corporate Governance and Finance Department (CGFD) of the Securities and Exchange Commission (SEC) through the contact details published on the official SEC website https://www.sec.gov.ph/.

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