Complaints

Saxo Capital Markets Pte Ltd (“SCM”) is committed to fair dealing and in 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 expectation, please first raise this with your account manager or the account manager’s team lead or head of department. The majority of complaints or queries can be dealt with at this level.

If the account management teams’s responses do not resolve the matter to your satisfaction, you may then file a formal complaint as follows:

To file a complaint, please contact us using this form and send it to:

 
By mail:
Saxo Capital Markets Pte. Ltd. 
Attention: Legal & Compliance Department
3 Church Street
Level 30 Samsung Hub
Singapore 049483
 
By E-mail:
complaints-sg@saxomarkets.com

We will acknowledge receipt within two business days followed by a thorough investigation into the matter. A resolution shall be communicated to you within 14 working days. If more time is required to resolve your complaint, we will notify you of the new timeline and provide you with an interim response.
 
If you feel that we have not provided a satisfactory resolution to your complaint, after giving us the opportunity to investigate and resolve it, you may lodge a written complaint to the Financial Industry Disputes Resolution Centre (“FIDReC”). The complaint can be lodged through FIDReC’s website at www.fidrec.com.sg. You may also reach FIDReC at (65) 6327 8878 or info@fidrec.com.sg.

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