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), include, but are not limited to alleging:
mistakes and lack of care;
lack of integrity
Who May Complain
Any person directly affected by the way in which the Authority has carried out its functions may file a complaint in writing to the relevant person(s) listed below. The Authority will not accept anonymous complaints.
Complaints relating to any of the Authority's operational divisions (Information Systems, Human Resources, Finance, Currency) should be directed to the Deputy Managing Director - Operations, Mr. Patrick Bodden.
Regulatory & Supervisory Functions
Complaints in relation to the Authority's performance of its functions under any of the regulatory laws; or in relation to the substance (as opposed to the manner) of any action, or decision by the Authority in the performance of its regulatory or supervisory functions should be directed to the Deputy Managing Director - Supervision, Mrs. Anna McLean. Relevant regulatory laws may also provide a route of appeal.
Contractual or Commercial Disputes
Complaints connected with contractual or commercial disputes involving the Authority and not connected to the way it has performed its functions, should be directed to the Chief Financial Officer, Ms. Gilda Moxam-Murray.
Employee Related Matters
Complaints about the Authority’s relationship with its employees should be directed to the Head of the Human Resources Division, Mrs. Deborah Musson-Blackwood.
Complaints connected with the operations or management of licensees (or persons operating without a proper licence) should be directed to the Deputy Managing Director - Supervision, Mrs. Anna McLean.
All documents can be submitted by any of the following means:
P.O. Box 10052
Grand Cayman KY1-1001
The Authority will acknowledge receipt of the complaint within five working days.