Complaint Handling and Resolution Process

iHarvest believe in building lasting relationships with our customers and is committed to be responsive to our customers’ needs and requests. We will response in a promptly and effectively manner when dealing with customers’ complaints.

Should our customers think that our Wealth Managers have misconducted in their professional capacity, our customers may forward the complaint to us in writing or email to hello@iharvestwm.com (Attention to Compliance).

To assist us in resolving your concerns, kindly provide the following:

Below is our complaint handling and resolution process.

1. Upon receipt of your complaint, we will provide you with a written acknowledgement within 2 business days.
2. The Company’s Complaint handling department will review the complaint and ensure that investigations are conducted fairly and objectively. We may contact you for an interview to gather more information.
3. We will provide you with a written response within 20 business days, from the date we received the complaint.
4. Should the investigation require more than 20 business days, we will inform you via a written response on the reasons for the delay and provide an indicative timeframe for our next update to you.

If the final resolution is not up to your satisfaction, you may approach the Financial Industry Disputes Resolution Centre Ltd (FIDReC), who is an independent body for dispute resolution between financial institutions and consumers. You may find more details at www.fidrec.com.sg.

Financial Industry Disputes Resolution Centre (FIDReC)
36 Robinson Road
#15-01 City House
Singapore 068877
Tel: (65) 6327 8878
Fax: (65) 6327 8488
Email: info@fidrec.com.sg