Non-receipt of Bonds

Problem Description

This issue occurs when an investor subscribes to a Savings Bond or Sukuk but does not see the bonds reflected in their CSCS account statement.

⚠️

It could be because:

- an invalid CSCS account number was provided during the subscription process,

- a valid account number was provided but it belongs to a different investor,

- or the broker submitted incorrect details during onboarding.

Step-by-Step Resolution

1. As an investor, contact your Stockbroker or Custodian to report the non-receipt of bonds.

2. Your Stockbroker or Custodian is required to email the CSCS contact regarding the investor’s lodgement.

3. Our team will review the subscription details and confirms the status

4. If it's the case that the CSCS number is invalid: Our team will advises the broker or Custodian and requests the required migration documents to correct the lodgment.

5. If it's the case of the CSCS number belonging to another investor, our team will advise the broker or Custodian to contact the DMO/Government Stockbroker for approval before correction.

6. Once the correct documents are submitted and (where required) DMO approval is obtained, our team will update the investor’s position and reflects the bonds in the right account.

✅

Please always confirm an investor’s CSCS account number before submitting subscription details.

Expected Resolution Timeline

Within 24-48hrs after receipt of the complaint email.