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- Reporting Your Concerns / Issues With Citibank
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.
A. For feedback relating to investment / insurance products and/or services.
Investment/Insurance Feedback
If you would like to share with us your concerns or feedback relating to investment / insurance products or services received from the Bank, please email us at service.ipbsg@citi.com or call our CitiPhone Banking (65) 6224-5757.
- 1. Upon receipt of your feedback, an email acknowledgment will be provided to you within 2 business days.
- 2. Our officers may reach out to you to gather more information related to your feedback.
- 3. We will keep you informed of the investigation status within 20 business days from the receipt of your feedback.
- 4. In the event more time is required for the investigation, we will keep you updated on the progress of the investigation.
- 5. The Bank’s final investigation outcome will be provided in a written response to you.
- 6. If despite our best efforts, you believe that we have not addressed your concerns, you may seek assistance from the Financial Industry Disputes Resolution Centre (“FIDReC”). More information is available on www.fidrec.com.sg.
B. For all other feedback.
If you would like to share with us your concerns or complaints, 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 IPB Singapore
Simply address your letter to:
International Personal Bank Singapore, (Client Experience Department)
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 (+65) 6224-5757(+65) 6224-5757 to share your concerns with us. Our number is available 24 hours a day, seven days a week.
Citiphone Banking officer will strive to address your concerns. 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 Client Center
You may also visit the Client Center (at L21, Asia Square Tower 1, Singapore) 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
International Personal Bank Singapore, (Client Experience Department)
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.). More information is available on www.fidrec.com.sg.
