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, please first raise this with the Saxo staff you are speaking to or ask to speak to their manager. We are confident that your concerns can be addressed at this level, however in the rare instances this is not possible, we kindly ask you to follow our procedure:
- Submit a case (support ticket) via the trading platform to our Client Account Services team describing the issue in detail; and
- If you are still unsatisfied with Client Account Services response, we kindly ask that you use your support ticket number (required) to escalate the matter for investigation and handling by the Legal team by using the complaint procedure through our trading platform.
Through the trading platform complaint solution, we will acknowledge receipt of your complaint by way of e-mail. We will investigate the matter and aim to respond within 14 working days. We will also correspond directly with you if we require additional time for investigation or further information from you. Note if you for any reason do not have access to the trading platform, then please contact our Client Account Services team via phone, who can assist.
Kindly note MAS is not able to handle disputes between clients and financial institutions, instead 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”). 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.