Dispute handling

How we can help you

We welcome your comments. Should there be some way you feel that we can improve our service, we'd like to know. Whether you are making a suggestion, paying a compliment or making a complaint, your feedback is the key to improving our products and services. For assistance call +65 6559 6000 or you can email us your comments directly at support@cmcinvest.sg.

Making a suggestion

Your feedback helps us to maintain a high standard of service and provide products and services that satisfy your needs. If you have a suggestion about how we can improve our services please let us know.

Paying a compliment

Should you have received exceptional service from one of our staff or found something that you particularly like on our web site, please tell us about it.

Making a complaint

If you have a complaint, please give us the opportunity to fix the problem. We will investigate the complaint, answer your questions, and do all we can to rectify the issue for you.

To help us help you, please follow this step-by-step process:

• Gather all documents that relate to your complaint, think about the questions you want answered and decide what you want us to do.
• Contact us on one of the below methods and speak to a client services professional. We will fully investigate the situation and resolve it straight away if we can.
• If they are unable to resolve your concerns, they will escalate this to our dedicated in-house complaints team, who will conduct a thorough investigation and once completed a detailed final response will be provided to you.

Phone: 1800 559 6000
Mail: 2 Central Boulevard, IOI Central Boulevard Towers, #25-03, Singapore 018916​
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Email: support@cmcinvest.sg

How quickly will we deal with your complaint?

We will always try to resolve complaints as quickly as possible. Should you have reason to complain, then it is important that you initially contact the client services team who will be pleased to assist you. You can contact us on support@cmcinvest.sg​ or 1800 559 6000. Complaints will usually be resolved at this early stage.

Should your complaint require further investigation, this will be confirmed in writing and you will receive a response from the client services team within five working days of receipt of your complaint.

If your complaint is not resolved to your satisfaction you will be able to refer the matter to our dedicated in-house complaints team. 

We will investigate the matter and aim to respond within 20 business days (or earlier). We will also correspond directly with you if we require additional time for investigation or further information from you and keep you updated on the review of the matter (where appropriate).​

We then will endeavour to send a final response to you within eight weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why we are unable to issue a final response at this time and advise you when you can expect a final response.

External dispute resolution

CMC is a member of the Financial Industry Disputes Resolution Centre Ltd (FIDReC) for all Singapore related complaints. If you are not satisfied with the final response issued by CMC or after the relevant time limit has expired, you may refer the matter to FIDReC. FIDReC provides fair and independent financial services complaint resolution that is free to all consumers.

Contact information for FIDReC:

What conditions have to be met before using these procedures?

Before FIDReC can consider (or continue to consider) a Complaint, the following conditions must be satisfied:

• The complaint is lodged by an ‘Eligible Complainant’ as defined by the FIDReC Terms of Reference;
• The FI involved in the Dispute must be one which is subject to the jurisdiction of FIDReC by reason of it being a subscriber or by reason of it having consented to submit itself to the jurisdiction of FIDReC;
• The activity to which the Complaint relates must be subject to the jurisdiction of FIDReC, and in the case of Complaints relating to activities prior to the setting up of FIDReC, subject to the jurisdiction of the Insurance Disputes Resolution Organisation and / or the Consumer Mediation Unit of the Association of Banks of Singapore;
• The FI has failed to resolve the Complaint to the satisfaction of the Eligible Complainant within four weeks of receiving it; and the territorial scope of the jurisdiction of FIDReC extends to Complaints about the activities of a FI or its Representative carrying on business in Singapore.

CMC is required to hold a register of complaints. The register must include the following:

• A copy of all written complaints;
• A copy of all electronic complaints;
• A copy of written correspondence between the broker and client and a written summary of any oral communication between the two parties; and
• Any correspondence relating to the resolution of a complaint through an approved dispute resolution scheme.

CMC is required to make the contents of the register available to the relevant regulators and external parties if so required.

The register must be maintained for the period prescribed by various regulators (for a minimum of 5 years from the date of the last correspondence in respect of that complaint).