Complaints procedure

Saxo Capital Markets Pte Ltd (“Saxo Markets”) is committed to fair dealing and ensuring that a high standard of service is maintained.

Should you feel that our level of service or quality of products has failed to meet your expectations, we kindly ask you to follow our procedure:

1. Submit a case (support ticket) via the trading platform to our Client Account Services team describing the issue in detail; and
2. If you are still unsatisfied with the response, we kindly ask that you use your support ticket number (required) to escalate the matter for investigation and handling by using the Complaints form available via our trading platform (SaxoTraderGO → My Profile → Request account services → Complaints).

For complaints lodged via the trading platform, we will acknowledge receipt of your complaint within 2 business days. We will investigate the matter and aim to respond within 20 business days (or earlier). We will also correspond directly with you if we require additional time for investigation or further information from you and keep you updated on the review of the matter (where appropriate). Note that if you do not have access to the trading platform, then please contact our Client Account Services team via phone (+65 6303 7888), who can assist.

Kindly note that the Monetary Authority of Singapore (MAS) is not the appropriate forum to handle disputes between clients and financial institutions. Instead, if you feel that we have not provided a satisfactory resolution to your complaint, you may lodge a written complaint to the Financial Industry Disputes Resolution Centre (“FIDReC”). You should note that FIDReC will not consider a complaint until we have had the opportunity to respond to it, and any reference to FIDReC must be made within six months of the date of the final response from us. The complaint can be lodged through FIDReC’s website at www.fidrec.com.sg.