Complaints Policy

If you are a client of MonFX Pte Ltd ("MonFX"), you can communicate the nature and details of your complaint to your account manager directly, either by phone or by email. Alternatively, please send all relevant information to customerservice@monfx.com and our Compliance Team will log and respond to your complaint.

Irrespective of complexity, we aim to provide the following during the complaint resolution process:

• Contact Details — in our initial response, we will outline who you can speak to for further information on your complaint and their contact details.
• Summary — after our investigation has taken place, you will be provided with an analysis of what has been reviewed and the subsequent conclusions reached.
• Final Response — a closing statement will be made confirming our position on your complaint. If this has not resolved matters and you are eligible, the complaint can be brought to the Financial Industry Disputes Resolution Centre Ltd ("FIDReC").

We are available during office hours, 9am until 5pm, Monday to Friday (excluding public holidays). You should receive a response to your initial enquiry within 2 business days. If we are unable to respond within 2 business days, we will update you on the status of your complaint until our investigation is complete. For clients of MonFX, we endeavour to investigate your complaint and provide a resolution within 20 business days. If we are unable to resolve your complaint within the given timeframes, we will contact you in writing to explain why and provide an estimate of when we expect to be able to provide a final response.

If you remain dissatisfied with our response, you may be eligible to approach the Financial Industry Disputes Resolution Centre Ltd ("FIDReC") with your case. FIDReC acts as an impartial adjudicator assisting consumers in the resolution of disputes with financial institutions; filing a complaint is free of charge.

FIDReC contact details:
The Financial Industry Disputes Resolution Centre Ltd
36 Robinson Road, #15-01 City House, Singapore 068877
Tel: +65 6327 8878
Email: info@fidrec.com.sg
Website: https://www.fidrec.com.sg/

For general advisory on disputes with a financial institution, see: MoneySense — Resolving a dispute with a financial institution.