FINANCIAL ADVISERS (COMPLAINTS HANDLING AND RESOLUTION) REGULATIONS 2021 [FA (CHR) Regs]
Endowus Singapore Pte Ltd has established the following process in handling complaints falling within the scope of the FA (CHR) Regs. All such complaints will be independently reviewed and assessed by our Risk & Compliance team.
All complaints received will be acknowledged within 2 business days (being a day, other than a Saturday or Sunday or public holiday in Singapore) from the date of receipt of the complaint. A complaint received on any day other than a business day, or after the close of business on a business day, will be treated as having been received on the next business day.
The review of the complaint will include reviewing information both provided by the complainant and from our own records, and may involve interviewing the complainant. We will aim to complete the review within 20 business days after the date on which the complaint is received, upon which a written response will be given setting out the final response of Endowus Singapore Pte Ltd.
Where there may be a delay in the investigation of the complaint, Endowus Singapore Pte Ltd will inform the complainant of all the following matters:
- the reason for any delay in providing our final response to the complaint; and
- an indicative reasonable timeframe within which the complainant may expect to receive our final response to the complaint.
To submit a complaint under the FA (CHR) Regulations to Endowus Singapore Pte Ltd, please send an email to firstname.lastname@example.org with the following details:
- Full name
- Contact information (both telephone and email address)
- Whether you are an existing client or not
- Description of the complaint and all relevant supporting information
- Name of Endowus Singapore Pte Ltd staff involved if relevant
If you are submitting a complaint on behalf of someone else, please provide the same details for the complainant.
If you are not satisfied with the handling of your complaint, dispute or controversy, you may, if appropriate, refer the matter to the Financial Industry Disputes Resolution Centre Ltd at 36 Robinson Road, #15-01, Singapore 068877 or the courts of Singapore.
For all other feedback / complaints not in scope of the FAA (CHR) Regs, Endowus also take them seriously and always do our best to ensure that you receive the best service possible. If you are not completely happy about anything, we’d like to hear about it straight away to put it right for you and improve our service. We’ll give it our full attention and make sure it’s dealt with by someone with the right knowledge and experience.
For complaints regarding how we handle your personal data, please contact our data protection officer at email@example.com. For any other complaint, dispute or controversy, please send an email to firstname.lastname@example.org. You may also reach out to us at +65 3138-9167 and our address at 158 Cecil Street #08-01, Singapore 069545.