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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)
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:

  • Provide an acknowledgement email within 2 business days upon receipt of your complaint;
  • Work towards responding to you within the next 20 business days from the date of receipt of your complaint. Depending on the nature and complexity of the issues that you have raised, we may need more time to respond to you. If more time is needed, we will get in touch with you to let you know.

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:


+65 6327 8878


+65 6327 8488 / +65 6327 1089


Write to:

The Financial Industry Disputes Resolution Centre Ltd (FIDReC)

36 Robinson Road,

#15-01 City House, Singapore 068877