We are committed to deliver quality services and reliable financial advice to you. We strive to uphold the highest standards in our engagement with you. To ensure consistency and quality, we conduct surveys and take feedback or complaints from our clients seriously.
We truly appreciate the time taken by anyone to provide us feedback or to file a complaint and endeavour to attend to them promptly and professionally in a confidential manner.
To demonstrate our accountability, you can find the details on the procedure adopted by us to handle a complaint below. This procedure does not apply to anonymous complaint or complaint against an appointed representative relating to a transaction performed for an accredited investor. If you would like to submit a feedback or to file a complaint, you can do so by filling up the electronic form or call +65 6654 1888 or walk in to our office at the address provided at the bottom of our website.
To ensure fairness and consistency in carrying out the responsibilities of our complaints handling and resolution procedure, we will assign an independent department with competent employee to attend to the complaint according to the nature of the complaint. In addition, our senior management will be kept informed, this ensures the fairness and consistency on the outcome of all complaints.
(a) Upon receiving the complaint, we will report the receipt of complaint to our senior management and provide a written acknowledgement via email or letter to the complainant within the next business day.
(b) An investigation will be conducted on the case and a response will be provided to the complainant within 14 business days in written form. In the event of additional time required to complete the investigation, we will keep the complainant informed and provide the reason accordingly. We appreciate the kind understanding and patience of the complainant while we investigate the case.
(c) We will state clearly in the written communication whether our response is final and provide details on the outcome of the complaint. While we strive to deliver a fair and acceptable outcome on the complaint, we understand the rights of the complainant to refer the complaint to an independent and impartial entity. For claims against financial institutions, the complainant may approach the Financial Industry Disputes Resolution Centre (FIDReC) for help, further details can be found on their website.
This policy was last updated on 7 Jul 2021. We reserve the right to modify or amend this policy at any time.