You can submit your complaint in writing to email@example.com or contact us at +65 3157 0699.
We will acknowledge your complaint as soon as possible but no later than 2 business days and any complaints made through a phone call will be acknowledged in writing. A complaint received on any day other than a business day, or after the close of business on a business day, will be treated as having been received on the next business day.
The Customer Support Team of Autumn will handle and resolve the complaints according to our internal guidelines and may reach out to you for more information. The review process may involve other members including the Chief Product Officer and/or the Legal and Compliance team.
We will aim to complete the review within 20 business days from the date of receipt of the complaint and provide you with a final written response.
If we require more time for the investigation of the complaint, we will keep you informed on the status of the handling of the complaint, including the reason for the delay and an indicative timeframe in which you can expect our final written response.
If despite our best efforts you remain dissatisfied with our resolution to your complaint, you may wish to contact The Financial Industry Disputes Resolution Centre (FIDReC) for further assistance. Visit the FIDReC website to learn more about their dispute resolution process.