Unable to Initiate a DCS Request on the Portal

Unable to Initiate a DCS Request on the Portal

Problem Description

This issue occurs when a broker is unable to initiate a Direct Cash Settlement (DCS) opt-in or opt-out request for an investor’s account on the portal. 
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It could be as a result of temporary system or network downtime, or a mismatch between the investor’s name on the CSCS account and the bank account details.

Step-by-Step Resolution

1. Validate and confirm that the investor’s name on the CSCS statement of account matches the name on the investor’s bank account.
2. Once the details are confirmed, escalate the issue to our contact center team with the investor's CSCS account number and the investor's bank account details.
3. Our team will carry out internal verification and provide an update on the status of the DCS request.
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Please ensure the investor bank details are correctly captured and up to date before initiating a DCS request.

Expected Resolution Timeline

Within 24 hours of receiving a complete complaint.