Complaints & Dispute Policy

1. Introduction

At XfersTrade, we are committed to providing excellent service. However, we understand that things can sometimes go wrong. This policy explains how you can make a complaint and how we will handle it.

We take all complaints seriously and aim to resolve them quickly and fairly. Our complaints process is free of charge and designed to be accessible to all clients.

2. How to Make a Complaint

You can submit a complaint through any of the following channels:

2.1 Information to Include

To help us resolve your complaint quickly, please provide:

• Your full name and account number
• Contact details (email and phone)
• Clear description of your complaint
• Relevant dates and transaction references
• Any supporting documentation
• What resolution you are seeking

3. Complaints Handling Process

4. Timeframes

We aim to resolve complaints as quickly as possible:

If we need more time to investigate, we will keep you informed of our progress and provide an estimated resolution date.

5. Internal Escalation

If you are not satisfied with our initial response, you can request an internal review:

• Request must be made within 30 days of receiving our response
• Your complaint will be reviewed by a senior manager not involved in the original decision
• We will provide a final response within 14 business days

To request an internal review, email complaints-review@xferstrade.com with your complaint reference number.

6. External Resolution

If you remain dissatisfied after completing our internal complaints process, you may seek external resolution:

6.1 Financial Industry Disputes Resolution Centre (FIDReC)

FIDReC is an independent and impartial institution specialising in the resolution of disputes between financial institutions and consumers in Singapore.

6.2 Monetary Authority of Singapore (MAS)

For regulatory matters, you may also contact MAS:

6.3 Legal Action

You retain the right to take legal action at any time. However, we encourage you to use our complaints process and FIDReC first, as these options are free and often faster than legal proceedings.

7. Contact Information