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Feedback and complaints

Your feedback is key to improving the products and services we offer. At Private Client Services by Mercer, we strive to ensure your satisfaction with our services. However, we understand that you may sometimes have concerns. We value your feedback and endeavor to resolve your complaints fairly and reasonably.

 

If you are not satisfied with our services, products or employees, you can reach us:

(i)    via email PCS_Feedback@mercerpcs.com  or

(ii)   write to us at: 
        PCS Complaints Coordinator, 
       Private Client Services by Mercer Pte. Ltd.
       8 Marina View
       #09-12 Asia Square Tower 1
       Singapore 018960

 

How will my complaint be handled?

To demonstrate our accountability, you can find the details on the procedure adopted by us to handle a complaint below. This procedure does not apply to anonymous complaint. 

 

1. Fairness and Consistency

To ensure fairness and consistency in carrying out the responsibilities of our complaints handling and resolution procedure, we will assign an independent department with competent employee to attend to your complaint according to the nature of the complaint. In addition, our senior management will be kept informed, this ensures the fairness and consistency on the outcome of all complaints.

 

2. Timely and Responsible Response

(a) Upon receiving the complaint, we will report the receipt of complaint to our senior management and provide a written acknowledgement via email and/or letter to you within 2 working days.

 

(b) An investigation will be conducted on the case and we aim to resolve the complaint within 20 business days. We may, in the conduct of the investigation, arrange for a face-to-face or video conference discussion with you to better understand your complaint.

 

 (c) If you have additional information or documents regarding your complaint, please provide them to us to assist in our investigation. We appreciate your kind understanding and patience while we investigate your complaint.

 

(d) In the event additional time is required to complete the investigation, we will keep you informed and provide the reason accordingly.

 

(e) We will state clearly in the written communication whether our response is final and provide details on the outcome of your complaint. Where we are unable to resolve the issue immediately, we will work with you until the issue is resolved. We will provide you an indicative timeline for the resolution and provide regular progress updates.

 

The Financial Industry Disputes Resolution Centre ("FIDReC")

(Only applicable for insurance policies placed by Private Client Services by Mercer Singapore and complaint against an appointed Singapore financial representative relating to a transaction performed for a non-accredited investor i.e. retail client)

 

While we strive to deliver a fair and acceptable outcome on the complaint, we understand your rights to refer the complaint to an independent and impartial entity. In the unlikely event we are unable to close the issue to your satisfaction you have the option to approach the Financial Industry Disputes Resolution Centre (FIDReC) for help.

 

FIDReC is an alternative dispute resolution institution specialising in the resolution of financial disputes. Its mission is to provide an affordable alternative dispute resolution scheme that is independent and impartial, so as to encourage and assist in the resolution of disputes between consumers and financial institutions in an amicable and fair manner. FIDReC cannot look into every kind of complaint. Their Case Manager will decide whether they can look into a particular complaint. If you are not happy with our response and want to complain to FIDReC, you should approach FIDReC within 6 months after you received the final response letter from us.

 

Further details can be found on their website.

The contact details of the FIDReC are:
Financial Industry Disputes Resolution Centre 
36 Robinson Road 
#15-01 
City House 
Singapore 068877 
Tel: (65) 6327 8878 Fax: (65) 6327 8488 / (65) 6327 1089
Email: info@fidrec.com.sg

This document provides a summary of Mercer PCS’s Complaints Handling and Resolution Procedure which was last updated on 26 November 2021. We reserve the right to modify or amend this document at any time.