REPORTING YOUR CONCERNS / ISSUES WITH CITIBANK

Ready to help.

Ready to help.

Your feedback is very important to help us seek opportunities for continuous improvements and to meet your needs on the products and services that we offer.

If you would like to share with us your concerns or complaints about Citibank products or services, please use the steps shown below to help us resolve your concerns / complaints.

Step One: Share your concerns to the immediate attention of our service officers

You can write to us, call us or visit us at the branch to highlight your concerns for our attention.

A. Writing to Citibank

Simply address your letter to:

Customer Service Director
Citibank, Robinson Road P.O. Box 0361
Singapore 900711

Or you may also e-mail us at service.ipbsg@citi.com

Upon receipt of your letter or e-mail, we will acknowledge receipt of your correspondence within two business days. In instances where your concerns require further investigation, we will investigate your concerns and inform you of the status of investigation within 14 business days from the receipt of your letter.

B. Calling CitiPhone Banking

You can call our CitiPhone Banking Hotline (+65) 6224-5757(+65) 6224-5757 to share your concerns with us. Our hotline is available 24 hours a day, seven days a week.

We will strive to address your concerns immediately. In instances where your concerns require further investigation, we will contact you within two business days to acknowledge your concerns and inform you of the status of investigation within 14 business days from the receipt of your concern.

If the CitiPhone Banking officer is unable to address your query or concern, you may request to speak to a CitiPhone Banking manager.

C. Visiting Citibank Branch

You may also visit the branch to seek assistance. Our service personnel will strive to address and acknowledge your concerns immediately. In instances where your concerns require further investigation, we will investigate your concerns and inform you of the status of investigation within 14 business days from the receipt of your concern.

Step Two: Seeking an independent review

If the outcome did not meet your expectations, you may write in to the Customer Service Director, who will arrange for an independent review of your concern:

Customer Service Director
Citibank, Robinson Road P.O. Box 0361
Singapore 900711

You will be given a response, or an update of the status, within 14 business days of the appeal.

Step Three: Seeking an external review

If despite all our best efforts, and after your concerns have been raised to our Customer Service Director and you believe that we have not addressed your concerns satisfactorily, you may seek assistance of FIDReC (Financial Industry Disputes Resolution Centre Ltd.).

The jurisdiction of FIDReC in adjudicating disputes between banks and consumers is up to S$ 50,000.

At present, FIDReC's services are available to all consumers who are individuals or sole-proprietors.

For further information on FIDReC and its contact details please refer to the following website:
http://fidrec.com.sg/website/index.html

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