Client Yet to Be Credited After Sale of Stocks

Problem Description

This issue occurs when an investor sells stocks, but the sale proceeds are not credited to their bank account after settlement has been completed.

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It could be because of one of these reasons:

- the broker is yet transfer settled funds from the settlement account;

- the investor’s account is not set up as a Direct Cash Settlement (DCS) account;

- the investor or broker has not reviewed the settlement advice or DCS report avilable on the broker’s portal,

- or there are temporary downtime or delays from the settlement banks.

For Investors:

1. Confirm with your broker whether your account is registered under Direct Cash Settlement (DCS).

2. If your account is not on DCS, complete the DCS mandate form and submit it to your broker for processing.

For Brokers:

1. Review the settlement advice and DCS breakdown reports available on the broker’s portal.

2. If the client is already on DCS and funds have not been credited, escalate the issue to our contact center team with the required documents.

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Please ensure that you provide the required document when sending a mail to our contact center team

Required Documents:

- Investor’s CSCS account details,

- Settlement advice

- DCS breakdown report (for brokers)

CSCS Action:

Our team will investigate the issue and provide feedback to the broker on the status of the funds.

Within 24 hours of receiving a complete complaint.

Additional Tips / Notes:

1. Investors are advised to confirm their DCS status with their broker before trading.

2. Brokers should regularly review settlement advices and DCS reports on the portal.