Complaints and dispute handling

What should you do if you have a complaint?

For your protection, we have complaint handling procedures in place to ensure that all complaints are handled fairly and promptly. If you have a complaint against us you should make the complaint directly to us, either by writing, telephoning, faxing or e-mailing. A complaint form is not needed, but all relevant details should be set out clearly. All complaints should be addressed to your Private Banker, the Compliance Officer or the Chief Executive Officer.

What happens next?

  1. Upon receipt of a complaint
    The complaint will be reported to the Management who will initiate an investigation into the matter.  Management will ensure that the complaint is handled fairly, effectively and promptly.
  2. Holding letter
    We endeavour to acknowledge any complaint in writing within 5 working days. This will confirm to you that the complaint has been received and is being dealt with, and advise you of when we expect to respond.
  3. Response
    We endeavour to provide a full response within 4 weeks of receiving the complaint, investigating each complaint fully and, hopefully, to your satisfaction. It is for this reason that we request that you do not chase your complaint, unless you have not had a reply by the end of this period.
  4. Final response
    A full or final response should be provided within 8 weeks after the initial complaint was received.

If we are still not in a position to make a full or final response, you will be notified of the reasons for this delay along with an indication of when we expect to be able to provide a concluding answer.

If you have any queries regarding these procedures, please write to the Compliance Officer, Schroder & Co. (Asia) Limited, 138 Market Street #23-02, CapitaGreen, Singapore 048946, or e-mail to complaints-SCAL@schroders.com