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.
