At Finmo, we are fully committed to providing exceptional service to our clients. We understand that from time to time, issues may arise, and we welcome your feedback to ensure we continue to improve and deliver the best possible support and appreciate your feedback, as it helps us improve and serve you better.
We deeply value your feedback and are dedicated to resolving any issues you may encounter. Your satisfaction is important to us, and we want you to feel heard and supported throughout the process. Our complaints procedure is designed to be simple, effective, and transparent, so that we can address your concerns in the most efficient way.
If you have any complaints or concerns about our services, we encourage you to contact us directly through the channels below that are most convenient to you.
To help us assist you in the best way possible, please include:
You can reach us via:
Australia Office
Singapore Office
We deeply value your feedback and are dedicated to resolving any issues you may encounter. Your satisfaction is important to us, and we want you to feel heard and supported throughout the process. Our complaints procedure is designed to be simple, effective, and transparent, so that we can address your concerns in the most efficient way.
As soon as we receive your complaint, we will acknowledge its receipt within 24 hours.
We will begin investigating your complaint within 24 hours, carefully reviewing all the details and circumstances. Our goal is to resolve the issue as quickly as possible while ensuring a thorough assessment.
We will keep you informed regularly throughout the process. We understand how important it is to stay updated, and we will ensure you are never left wondering about the status of your complaint.
After reviewing and investigating the matter, we will provide you with a final response. This will include an explanation of our assessment of your complaint including any steps we plan to take to resolve the issue, such as:
a. Offering remedial action
b. Implementing improvements to our systems or services
c. Offering redress, where appropriate
Note: Most complaints may be resolved within a few days, but depending on the complexity, we may need the full 45 business days to provide you with a comprehensive response.
We are committed to protecting your privacy. All information relating to your complaint will be handled confidentially in line with our Privacy Policy. No personal details will be shared outside of this process, and your complaint will only be shared with those who need to address it.
If you are not satisfied with the resolution provided, we want to ensure you have options for further support. You may escalate your complaint to the relevant regulatory bodies:
In Australia, you can contact the Australian Financial Complaints Authority (AFCA) at:
In Singapore, you can contact the Monetary Authority of Singapore (MAS) at:
We are committed to treating all complaints fairly and assure you that making a complaint will not result in any retaliation or negative consequences. We value your input and ensure that all concerns are addressed respectfully and without prejudice.
Thank you for choosing Finmo. We truly appreciate your feedback and are committed to ensuring that any concerns are handled with the utmost care and attention