Complaints handling and resolution

We are committed to promoting a fair, transparent and effective complaint handling and investigation process. All complaints made by named clients or named prospective clients will be handled professionally in accordance to the timeline and process described below.

In the event that you are not satisfied with our services, products or employees, please contact us at [email protected].

Timeline and Process

Upon receipt of a complaint, we will provide a written acknowledgement via email and/or letter to you within 5 business days.

All complaints will be looked into and an assessment will be conducted to determine the nature and severity of the complaint. Where an investigation is deemed necessary, we will gather the relevant data and documentation and may arrange for an interview with you to better understand your concerns.

We endeavour to provide you with the final response within 20 business days. In the event of a delay, we will inform you in writing of the reason for the delay and the indicative reasonable timeframe within which you may expect to receive the final response from us.

Alternative Dispute Resolution Channels

We strive to deliver a high standard of service and resolve any complaints you may have. As a complainant, you are also given the recourse to refer the complaint to regulatory bodies or dispute resolution institutions. If you consider our final response not satisfactory, you may refer your complaint to the regulatory bodies or dispute resolution institution in the relevant jurisdiction. For complaints against Singapore financial advisers and its appointed representatives, non-accredited investors (i.e. retail clients) may approach the Financial Industry Disputes Resolution Centre (FIDREC) as an independent and impartial alternative dispute resolution institution for assistance.