Complaint

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Our Commitment to Address your Complaint

Ways To Submit A Complaint

You can complete and submit the secure form below.

Alternatively, you can

a. Call our 24-hour hotline: 1800 222 2121

b. Email us: Customer.Service@UOBgroup.com

c. Write to us:

Attn: Service Quality Department

UOB Contact Centre

Robinson Road, P.O Box 1688 Singapore 903338

d. Visit any of our branches located island wide
https://www.uob.com.sg/online-branch/locate-us.page

Our Commitment To Resolve Your Complaint

We have robust processes to govern end-to-end complaint management including investigation and resolution to ensure that customer complaints are handled independently, promptly and effectively.

We will investigate the matter and strive to provide you with a response either in writing or call on the outcome of the investigation of your concern(s) within 5 business days.

Seeking An External Review

If you do not accept the Bank’s decision, you may seek the assistance of The Financial Industry Disputes Resolution Centre Ltd (FIDReC). FIDReC's services are available to all consumers who are individuals or sole-proprietors. The jurisdiction of FIDReC in adjudicating disputes between banks and consumers is up to S$100,000.

For more information, please visit the FIDReC website: https://www.fidrec.com.sg/

Our Commitment to Address Complaints on the Sale of Investment & Insurance Products under the Financial Advisers Act (FAA)

Ways To Submit A Complaint	You can complete and submit the secure form below. Alternatively, you can a. Email us: FAAComplaint@UOBgroup.com b. Write to us: Attn: Customer Care Management Group Customer Experience and Advocacy 396 Alexandra Road Alexandra Building, #14-03 Singapore 119954 c. Call our 24-hour hotline: 1800 222 2121 d. Visit any of our branches located island wide https://www.uob.com.sg/online-branch/locate-us.page
Our Commitment To Resolve Your Complaint	We have robust processes to govern end-to-end complaint management including investigation and resolution to ensure that customer complaints are handled independently, promptly and effectively.
Our Complaints Handling Process	a. Upon receipt of your complaint, we will provide you with an acknowledgement in writing within 2 business days b. Our independent FAA complaints investigation unit will contact you to arrange for an interview to gather more information to facilitate the investigation. c. Our Compensation Review Panel will review customers’ compensation claims to ensure decisions are objective and fair based on the evidence and merits of the case. d. We will provide you with a written response within 20 business days after the date on which the Bank received your complaint. e. If the complaint resolution requires extended time beyond 20 business days, we will reply you in writing on the reasons for the delay and an indicative timeframe to receive the Bank’s final response.
Seeking An External Review	If you do not accept the Bank’s decision, you may seek the assistance of The Financial Industry Disputes Resolution Centre Ltd (FIDReC). FIDReC's services are available to all consumers who are individuals or sole-proprietors. The jurisdiction of FIDReC in adjudicating disputes between banks and consumers is up to S$100,000. For more information, please visit the FIDReC website: https://www.fidrec.com.sg/

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