Grandtag Financial Consultancy (Singapore) Pte. Ltd. (the “Company” or “Grandtag”) is committed to promoting an objective and fair manner in handling complaint handling and investigation process.
The Company has appointed a Complaints Handling Committee to oversee the handling of any Complaint. This allows the Company to ensure no Conflicts of Interest will occur in the handling of any Complaint and ensures that all internal and regulatory measures are followed efficiently, fairly and promptly.
You can submit a complaint in writing by via sgclient@grandtag.com.
Upon receipt of the complaint, the Company will acknowledge your complaint within 2 business days upon the receipt of the complaint.
Grandtag will gather all facts and circumstances of each case for a fair assessment of the complaint. This includes considering the sales process and verbal representations made given the context of customer’s profile and conducting interviews with relevant personnel, including the complainant when deemed necessary.
The complaint will be investigated in a consistent and fair manner. Grandtag will document its findings, assessment and actions to address the complaint.
Upon the conclusion of the complaint investigation, Grandtag will provide the final response within 20 business days. Where the Company is unable to provide a final response within 20 business days due to unforeseen circumstances, 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.
If you are not satisfied with the outcome or handling the complaint, you may seek further advice and assistance from the Financial Industry Disputes Resolution Centre Ltd (“FIDReC”). FIDReC is an independent and impartial alternative dispute resolution institution.