How to File a Complaint Against the Authority

Pursuant to Section 6(2)(f) of the Monetary Authority Law (MAL), the Authority is obliged to recognise the need for transparency and fairness.   

In this regard, the Procedure to File Complaints document includes details on how to file complaints regarding the way in which the Authority carries out its functions.  

For the purposes of this procedure, “complaint” means any expression of dissatisfaction about the manner in which the Authority has carried out its functions under the MAL and the regulatory laws, or the conduct of the Authority’s management, employees or persons acting on its behalf in the purported exercise of such functions.

Complaints about the way in which the Authority has acted or omitted to act (ie: allegations of misconduct), includes alleging, but not limited to: 

• mistakes and lack of care; 

•  unreasonable delay; 

•  unprofessional behaviour; 

•  bias and; 

•  lack of integrity

Any person directly affected by the way in which the Authority has carried out its functions may file a complaint in writing to Managing Director, Mrs. Cindy Scotland.  

Complaints Against Licensees

Complaints connected with the operations or management of licensees (or persons operating without a proper licence) should be directed to the Head of the relevant supervisory division and copied to the Managing Director, Mrs. Cindy Scotland. See Management Team for a full list of HODs. A person filing a complaint may also do so by selecting the relevant division from the dropdown menu in the form below. 

How to File Other Complaints

• Complaints in relation to the laws and regulations under which the Authority acts. Such complaints should be directed to the Managing Director, Mrs. Cindy Scotland and Chairman of the Board of the Authority, Mr. Wayne Panton.
• Complaints in relation to the substance (as opposed to the manner) of any action or requirement (or decision to take no action) or exercise of discretion by the Authority in its regulatory and supervisory roles. Such complaints should be directed to the Managing Director, Mrs. Cindy Scotland and Chairman of the Board of the Authority, Mr. Wayne Panton. Relevant regulatory laws may also provide a route of appeal.
• Complaints connected with contractual or commercial disputes involving the Authority and not connected to the way it has performed its functions. These should be directed to the Chief Financial Officer of the Authority, Ms. Gilda Moxam-Murray and copied to the Managing Director, Mrs. Cindy Scotland.
• Complaints about the Authority’s relationship with its employees. If such a complaint arises, it should be directed to the Head of the Human Resources Division, Mrs. Deborah Musson-Blackwood with a copy to the Managing Director, Mrs. Cindy Scotland.

The Authority will not accept anonymous complaints. 

All documents can be submitted by any of the following means: 

1. Online. Also refer to form below; or
2. Hand delivered to the receptionist in Eden House, Elizabethan Square, 80 Shedden Road, George Town, Grand Cayman; and/or  
3.  Post:

P.O. Box 10052
Grand Cayman KY1-1001
Cayman Islands  

The Authority will acknowledge receipt of the complaint within five working days.