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(I) QUERIES / FEEDBACK ON "FOR THE CONSUMER" PORTAL
If you have queries / feedback about the "For The Consumer" Portal, write to consumers@mas.gov.sg.
If you have a query / feedback about the MAS website or other matters, write to webmaster@mas.gov.sg
(II) MONEYSENSE TALKS/SEMINARS
If you are interested in organizing MoneySENSE talks/seminars for your organisation, please go to http://www.moneysense.gov.sg/partner_us/talk.html for more information about the topics available. You can then write to consumers@mas.gov.sg stating your name, organisation, topic and proposed date to hold the talk and we will get back to you shortly.
(III) COMPLAINTS / FEEDBACK ON FINANCIAL INSTITUTIONS
If you have a problem with a financial product or service and need help, you should take the following steps:
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Step 1: Resolving your problem with the financial institution.
You should contact the financial institution to give them a chance to sort out your problem. Speak directly to the staff who attended to you or call the Customer Helpline. If they are unable to resolve your problem, you can write a letter to the Quality Service Department or a senior person in the financial institution.
Has your problem been resolved? If the answer is yes, you can stop here. If not, go to the next step.
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Step 2: Approaching an independent dispute resolution scheme.
You can approach an independent industry-based dispute resolution scheme. The Financial Industry Disputes Resolution Centre Ltd (FIDReC), which helps to resolve disputes between consumers and financial institutions, can only help you if you have taken Step 1. For more information on FIDReC, you can visit their website, email them or call them at:
Website : www.fidrec.com.sg / Email: info@fidrec.com.sg / Tel: (65) 63278878
FIDReC's Address
112 Robinson Road #13-03
HB Robinson
Singapore 068902
Has your problem been resolved? If the answer is yes, you can stop here. If not, you may wish to consider other options described below.
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Other Options:
(a) Approaching the Consumers Association of Singapore (CASE), Singapore Mediation Centre (SMC) or Small Claims Tribunal (SCT).
(b) Taking your case to court.
You may wish to approach CASE, SMC or SCT for help before considering the option of bringing your case to court. This is because taking legal action can be a lengthy and costly process. You can find out more about these organizations at:
CASE: www.case.org.sg / complaints@case.org.sg
SMC: www.mediation.com.sg / enquiries@mediation.com.sg
SCT: www.subcourts.gov.sg
If you wish to take legal action against the financial institution concerned, you should seek the advice of your lawyers.
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(IV) REPORTING A MATTER TO MAS
As the financial sector regulator, MAS' role is to ensure that financial institutions conduct their businesses in an appropriate manner and in accordance with the law. MAS is not able to resolve commercial disputes between you and your financial institution, or order the financial institution to pay compensation to you. We are, however, interested in matters that may raise issues of supervisory concern. These include violations of our rules and regulations, and breaches of other relevant codes of practice and guidelines.
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MAS can...
- Investigate wrongdoings by financial institutions (e.g. market misconduct like giving inappropriate or misleading advice, misrepresentation and lack of disclosure).
- Take regulatory action against financial institutions that have breached our rules and regulations.
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MAS cannot...
- Intervene in matters relating to service standards, commercial decisions such as pricing policies of financial institutions, contractual arrangements and civil disputes.
- Give legal advice or comment on cases that have been heard in court, adjudicated by FIDReC or are pending legal action.
- Order financial institutions to compensate you.
- Disclose the outcome of any investigations or actions taken against individual financial institutions.
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If you wish to report a problem you have with your financial institution, please click here or write to
Monetary Authority of Singapore
Consumer Issues Division
Capital Markets Department
10 Shenton Way
MAS Building
Singapore 079117
Fax : (65) 6225-9766
Please refer to the Guide "Getting It Right : How To Resolve A Problem With Your Financial Institution" for more details on you what you can do and who you can turn to for help if you have a problem with a financial product that you have bought or the service standards of a financial institution.
(V) QUERIES / FEEDBACK ON OTHER MAS MATTERS
If you have queries / feedback about other MAS matters, write to webmaster@mas.gov.sg or
Monetary Authority of Singapore
Communications Division
External Department
10 Shenton Way
MAS Building
Singapore 079117
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