You Are Here: HOME >Customer Service >Help & Support
Complaints Handling and Resolution Process
 

ICBC SG is committed to provide each client with a high level of service and considers client’s complaint as potential areas to work on and improve client’s satisfaction.

How to submit a complaint as a client?

If you wish to submit a formal complaint, you may reach out to us through the following channels:

Phone: +65 6369 5588 (24hr)
Email: customer_feedback@sg.icbc.com.cn <
Write to: 6 Raffles Quay #23-01, Singapore 048580

In branch: Visit your nearest branch and speak to our bank staff

How will my feedback or complaint be handled?

We will:

  • Send you an acknowledgement within 2 business days upon receipt of your case;
  • Look into your case and aim to respond to all complaints within 14 business days from the date of acknowledgement. Some cases may be more complex and we may require longer time to investigate and resolve. When this happens, we will keep you updated.

If you are not fully satisfied with our resolution or final complaint outcome, you have the right to refer the matter to the Financial Industry Disputes Resolution Centre Ltd (FIDReC). Their contact details are follows:

Phone:

+65 6327 8878

Fax:

+65 6327 8488 / +65 6327 1089

Email:

info@fidrec.com.sg

Write to:

The Financial Industry Disputes Resolution Centre Ltd (FIDReC)

36 Robinson Road,

#15-01 City House, Singapore 068877


【Close】