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Charter | Customer Service

Treating Customers Fairly - Your Trust Is Important To Us.


CIMB Group aims to advance our customers and society in our effort to advocate sustainable banking practices. We place our customers at the heart of everything we do and we are committed to provide the highest standard of customer experience by treating them fairly in all of their dealings with us.

Our Customers' Trust Is Extremely Important To Us!

Here's Our Promise To You:

Treat Customers Fairly


We are committed to ensuring that our customers are confident that they are dealing with an organisation where fair treatment is central to CIMB Group’s culture.

Be Transparent


We are committed to ensuring that our customers receive clear, relevant and timely information to make informed decisions.

Practice Needs-Based Selling

We are committed to ensuring that our products, services and its terms are marketed and designed to meet the needs of our customers.

Give Customers Peace Of Mind

We are committed to ensuring that our Customer’s data and privacy are safeguarded.

Be Flexible


We are committed to ensuring that our customers do not face any post-sale barriers imposed by CIMB Group to change the product, switch provider, submit a claim or make a complaint.

Give Them Suitable Advice

We are committed to ensuring that when our customers receive advice on our products and services, the advice is suitable and takes into account their circumstances.

Download Our Charter


Click on the link below to download a copy of our Charter:

Managing your complaints


In line with the regulations, we are required to have in place effective and transparent procedures for the reasonable and prompt handling of complaints, and to recognise that complaints require resolution. For the different means to reach us, please click here.

 

INVESTIGATING COMPLAINTS

Your complaint will be investigated by a delegated personnel in a competent, diligent and impartial manner. The delegated personnel may also contact you for further information as they investigate your complaint. For complaints relating to financial advisory services, please be assured that an independent unit will handle the complaint in an independent and fair manner.

 

TIMELINES FOR COMPLAINT RESOLUTION

The bank will acknowledge all complaints within 2 working days and work to resolve it at the earliest possible opportunity. If we are able to resolve the complaint within 2 business days, the delegated personnel will contact you via your preferred mode of communication. If further investigation is required, we will inform you and will continue to keep you updated on our progress. As soon as we have completed our investigations, we will send you our final response.

 

We have up to 20 working days to resolve your complaint and send you our final response. However, if for any reason we are unable to resolve your complaint in this time, we will send you a written explanation and an indicative timeline in which you may expect to receive a final response.

 

FINANCIAL INDUSTRY DISPUTES RESOLUTION CENTRE (“FIDReC”)

FIDReC is an independent and impartial institution specialising in the resolution of financial disputes between financial institutions and consumers. If we have not been able to resolve your complaint to your satisfaction, you can refer your complaint to the FIDReC for an independent assessment. You can find out more on their website at www.fidrec.com.sg