Please note below our complaints procedure.
To complain about any aspect of our service, it is important that you firstly contact our Trading Services Department on +65 6390 5118 or email firstname.lastname@example.org. We will reply to all complaints within 48 hours, and the majority of complaints can be dealt with at this level.
If Trading Services are unable to resolve the matter to your satisfaction, you can email our compliance department directly at email@example.com - who will acknowledge receipt within two business days and respond formally within fourteen business days.
If you are not satisfied with the response from our Compliance Department, you should refer your complaint to the Financial Institutions Dispute Resolution Centre Ltd (FIDReC). The current maximum claim limit for cases adjudicated through FIDREC is SGD $100,000. FIDReC is an independent organisation which resolves disputes between financial institutions and their customers. You should note that FIDReC will not consider a complaint until we have had the opportunity to respond to it, and any reference to FIDReC must be made within six months of the date of the final response from us.
The contact details for FIDReC are:
Financial Institutions Dispute Resolution Centre Ltd
36 Robinson Road, #15-01
Tel: +65 6327 8878
Further information can also be found at www.fidrec.com.sg.