We aim to resolve your feedback and complaints in an independent, effective and prompt manner within our established service standards. For any concerns on the service rendered by our Financial Consultants, please fill up the feedback form below.
Who will deal with my service related feedback?
For service-related feedback, Adviser Management Unit will acknowledge within 2 business days upon receipt of the feedback.
Who will deal with my complaint?
The Risk Management & Compliance Department (“RM&C”) shall oversee complaints handling in the Company. The designated investigation officer will acknowledge to the receipt of the complaint within 2 business days.
We may contact you for a phone interview to collate additional information about your complaint. We may also invite you for a face-to-face interview at our office with the investigation officer if verification is deemed necessary for our investigation into your complaint.
How long will it take for my complaint to be dealt with?
Depending on the complexity of the complaint, we aim to have your complaint resolved within 20 business days or earlier.
At times, it may take us longer than usual to deal with your complaint. When that happens, we will update you on our progress on the 20th business day or earlier after receiving your complaint.
Once we have fully investigated your complaint, we will write to you with our final response.
What can I do if I am not satisfied with your response?
We will always try to reach an agreeable solution with you but there may be occasions when this is not possible. In the event that our final resolution is not to your satisfaction, you may approach the Financial Industry Disputes Resolution Centre Ltd. (FIDReC) for assistance. FIDReC is an independent body for dispute resolution between financial institutions and consumers. You may find out more details at www.FIDReC.com.sg
Financial Industry Disputes Resolution Centre (FIDReC)
36 Robinson Road
#15-01 City House
Tel: (65) 6327 8878, Fax: (65) 6327 8488