Complaints procedure

1. Our commitment and the purpose of this process

A complaint is any expression of dissatisfaction about our service, our staff, a platform decision or the outcome of an action on your account. Every complaint is acknowledged, recorded, investigated by someone with the authority to put things right, and answered in writing. You will not be penalised, treated abruptly or have your service degraded for complaining.

We treat complaints as free quality control. The patterns in them are reviewed by management, and recurring problems lead to changes, not to longer template letters. Your part is simple: tell us what happened, what you expected, and what would resolve it for you.

2. The process, stage by stage

Stage 1: raise the complaint. Email [email protected] with the word "Complaint" in the subject line, or raise it through the platform's support form. Include your registered name, the date of the events and a short description. You receive an acknowledgement with a case reference within one business day.

Stage 2: assessment and investigation. A handler is assigned, the account record and audit trail are reviewed, and the handler contacts you if anything needs clarifying. Straightforward cases are answered at this stage; complex ones, such as disputed transactions, are escalated internally.

Stage 3: written outcome. You receive a written response stating what we found, what we decided and why, and what we will do about it, whether that is a correction, compensation where warranted, or an explanation of why the original decision stands.

Stage 4: review on request. If the outcome does not satisfy you, reply to the case within 14 days asking for a review. A senior reviewer who was not part of the original decision re-examines the case and gives a final written position.

Stage 5: external options. After our final position, you retain the external options described in section 6 below.

3. What to include, and what not to send

Do include: your registered name and email, dates and times, the amounts involved if any, the names of any staff you dealt with, screenshots that show the issue, and the outcome you are seeking. Facts in your own words are more useful than legal language; the handler will apply the rules.

Do not include in an ordinary complaint email: your password, one-time codes, full payment card numbers, or identity documents. Complaint handling does not need your credentials, and no genuine staff member will ever ask for them. Documents are only ever uploaded through the encrypted verification flow when a case genuinely requires them.

4. Timelines

Acknowledgement with a case reference: within one business day of receipt. First substantive response: within five business days for standard cases. Where an investigation genuinely needs longer, you receive an interim update at the five-business-day mark stating what is still being checked and when the next update will come, with a final answer targeted within 15 business days at the outside.

Review stage: a senior reviewer responds within ten business days of a review request. These timelines reflect the service standards we apply in Singapore; where a legal or regulatory process imposes a different deadline on us, that deadline prevails and we tell you which one applies to your case.

5. Company commitments behind this process

We commit to transparency: every decision is explained in writing, with reasons, and where we got something wrong we say so plainly. We commit to confidentiality: complaint data is seen only by the people handling the case and is never used against your account. We commit to objectivity: handlers and reviewers investigate from the record, including the audit trail neither of us can alter.

We commit to communication: you always know who holds your case, its reference, and when the next contact is due. And we commit to proportionate remedies: where a loss is our fault, we put it right in money or in kind; where it is not, we explain exactly why, rather than offering a gesture that clouds the answer.

6. Escalation and external dispute resolution

If our final position leaves you dissatisfied, you may contact the Financial Industry Disputes Resolution Centre (FIDReC), Singapore's independent dispute resolution scheme for consumers in financial services, which handles eligible disputes between consumers and financial institutions. Eligibility depends on the nature of the dispute and your status as a consumer, and FIDReC applies its own process and case fees.

Depending on the subject matter, channels such as the Consumers Association of Singapore (CASE) or the Monetary Authority of Singapore's own feedback channels may also be appropriate. We deliberately do not link these organisations directly; search for them by name through official sources so you always reach the genuine body. We cooperate with any lawful external process and provide the records it requires.

7. How to reach us

Complaints and questions about this procedure: [email protected], for the attention of the Client Support & Compliance department. Support hours are Monday to Friday, 9:00–18:00 SGT, and emails received outside those hours are picked up the next business day. Written correspondence can also be sent to 10 Marina Boulevard, #21-01, Marina Bay Financial Centre Tower 2, Singapore 018983.

8. Summary at a glance

We keep this page current: if the process or timelines change, the change appears here before it takes effect.