Complaints Policy and Procedures

Charles Schwab SG Pte. Ltd. Complaints Policy

Charles Schwab SG Pte. Ltd. ("CSSG" or "the Company") is committed to providing high-quality service to all clients and to act in their best interests at all times. Occasionally, however, a client may feel they have a cause for complaint regarding the service, or part of the service, provided, or a failure to provide service by CSSG (collectively referred as "Complaint(s)" below).

Objective & Scope

CSSG Complaints Policy ("Policy" or "the Policy") outlines the Company's process and timelines for handling and addressing client complaints fairly, consistently and promptly, in accordance with Monetary Authority of Singapore ("MAS") guidelines.

This Policy applies to all Complaints received from clients relating to our products, services or conduct. Client Complaint is an expression of dissatisfaction or financial harm, regarding Personnel, products, services, business practices and/or third-party service providers shared by a current, former, or prospective client, any person with authority to act on behalf of a client, and/or any third party or individual who chooses to remain anonymous. A Client Complaint is determined based on the complainant's allegation even if such allegation is not a complete or accurate depiction of actual events and may or may not be accompanied by a request for corrective action or compensation.

How to Raise a Complaint

Clients may submit a Complaint over the phone, verbally or in writing via the following channels –

Secure Message: visit www.schwab.com.sg and login to your account, click Message Center (Under Message), then click Upload Document

Phone: (+65) 6021 8070 – available Monday through Friday from 9 a.m. to 5:30 p.m. SGT (excluding market holidays)

Mail: 8 Marina View #12-01 Asia Square Tower 1 Singapore 018960

In-person: at our office during business hours Monday to Friday, 9 a.m. to 5 p.m. (SGT), office address is noted above.

Complaint Handling Process

  1. Investigation: Upon receipt of a client Complaint, the Complaint is logged by the staff in the Company's internal Complaint tracking system. An accurate, thorough, timely and fair investigation will be conducted on all Complaints received, to understand the issue and determine appropriate action. We may contact the Complainant for additional information during the process.
  2. Response: The Company will aim to provide a written response within 15 business days of the receipt of Complaint, addressing the concerns raised, subject to provision of any additional information requested during investigation. However, due to the nature of some Complaints, remediation may exceed this target. In such cases, the Company will include the reason for delay in its response to the Client. Any verbal or in-person Complaints received by the Company and resolved at the point of contact may not receive a written response.

Escalation Process

If a client is dissatisfied with the Company's response to the Complaint, they may refer the complaint to The Financial Industry Disputes Resolution Centre Ltd ("FIDReC") locally. The Financial Industry Disputes Resolution Centre (FIDReC) is an independent and impartial institution specializing in the resolution of consumer financial disputes through mediation and adjudication. Please refer to FIDReC's website www.fidrec.com.sg for more information.