COMPLAINT HANDLING PROCEDURE

CAP 1 FINANCIAL GROUP (“we” or “our” or “us”) has implemented procedures for managing client complaint in relation to our services or products provided by us. This ensures all complaints are addressed and handled properly.

The two main goals are

1. To enhance client satisfaction by addressing complaints in a prompt and reasonable manner. 

2. To improve our products, processes, and overall operations. By identifying weaknesses and potential issues, we can make the necessary changes to enhance the quality of our services.

How to send us a complaint

You can submit a complaint at any time to your usual contact person (by e-mail or telephone) or by post to:

1. Singapore funds:

• Cap 1 Financial Pte Ltd
• Compliance Department
• 13 Stamford Road, No. 18 Capitol Singapore #02-11, Singapore 178905.

2. You can also send a complaint by email to: Complaint@cap1tal.com or your account manager

3. On our website: Submit a request under COMPLAINT HANDLING page on the form provided and choose the relevant categories

All written complaints received must be forwarded to a dedicated escalation team, duly recorded and categorized. 

The following complaints categories can be used:

• General Enquiry
• Press Inquiry
• Report a concern
• Others

If new recurring issues arise, additional new categories of complaints may be introduced by the escalation team, as needed.

Formal acknowledgement that the complaint has been received by C1 will be issued to the client after the client have submitted their inquiry via our website. This acknowledgement will show client’s unique client inquiry code and our office hours. 

When submitting a complaint, please be sure to provide the following information: 

• Full name of the claimant 
• Claimant's role in the account (e.g., account holder, client representative, attorney, etc.) 
• Contact information
• Account number(s) involved, if applicable 
• Detailed description of the complaint and related facts 
• Relevant documents and/or correspondence 
• Any other pertinent information 

The above would ensure we have the necessary details to thoroughly investigate and address your complaint.

How Complaint Is Processed?

We will provide you with clear and transparent information on how your complaint is being processed. We ensure that your complaint will be handled efficiently, fairly and harmoniously. We will implement corrective actions to rectify any issues that are identified when dealing with the complaint.

Turnaround Timeline

All complaints will be acknowledged within 3 working days, C1 would inform the complainant about the causes of the delay and indicate when the investigation is likely to be completed. C1 will gather and investigate all relevant information and evidence in relation to the complaint and provide a response as soon as practicable. The actual handling time may vary depending on the case’s complexity or other factors. In any case, C1 will keep client informed of any further progress and reply to client within two months of receipt of the complaint.

When providing a final decision that does not fully satisfy the complainant’s original demand, C1 response to the client must include a thorough explanation of our position and set out the complainant’s option to escalate the issue, if clients decides to pursue the complaint further. C1 must inform the complainant that he/she can file a request with the relevant authorities.

If it has been determined that C1 is not able to resolve the complaint, because the complaint should be addressed to another party, C1 would make an effort to provide additional information to the clients on options available to them.