Complaint Handling & Resolution

We greatly appreciate you taking the time to let us know your concerns or complaints. We endeavour to respond to you in a timely, professional and confidential manner.

To help us handle your feedback in a timely manner, please provide the following information:

  • Your full name and contact details
  • A brief background and details of the complaint
  • The name of the financial consultant(s) involved
  • Policy involved
  • Supporting documentation (if any)
  • The resolution you are looking for

You may email the above information to us at

We will provide an acknowledgment within two working days after we have received the complaint. We strive to provide a final response within 20 working days. If the complaint is complex and requires more time, we will inform you via a written response that we require an extension of time to conclude the investigation.

If you wish to seek a different form of resolution, you may approach the Financial Industry Dispute Resolution Centre (FIDReC) for advice.

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