Complaints & Feedback

We deeply value your feedback

At Providend, we deeply value your relationship with us and are committed to providing you with the highest level of service as you rightly deserve.

We strongly encourage you to submit your complaints or feedback to our dedicated email channel at feedback@providend.com.

This allows us to ensure that your complaint or feedback is received properly recorded and handled promptly in accordance with the timelines below. We kindly request that you do not submit it through other channels such as social media, general enquiry forms, telephone calls or direct messages to our advisers or staff.

How we resolve your concerns

We endeavour to handle and resolve all complaints and feedback in a prompt and effective manner.

Each complaint and feedback will be handled independently by a unit that is not involved in the provision of financial advisory services or in specific areas of the complaints and feedback. The independent unit will conduct a comprehensive review. This may involve contacting or interviewing you for more details. After the comprehensive independent review is completed, the report and proposed response will be reviewed and approved by our Senior Management.

If the outcome of our review does not satisfactorily meet your expectations, you may consider seeking assistance from the Financial Industry Disputes and Resolution Centre Ltd (FIDReC) which is an independent institution set up to assist in the resolution of disputes between consumers and financial institutions.

How we will provide you with timely updates

Once we receive your complaint or feedback via our dedicated email channel, we will write to you to acknowledge receipt within 2 business days and provide you with a summary of our process for handling and resolving your complaint or feedback.

Within 20 business days after the date on which the complaint or feedback is received by us, we will either:

Complete the comprehensive independent review and provide you with our final written response to your complaint or feedback; or
If we require more time to provide you with our final written response, give you the reason(s) for the delay and an indicative reasonable timeframe within which you can expect to receive our final written response.

Please note that we are unable to guarantee that complaints or feedback submitted through other channels can be promptly acknowledged or processed in accordance with the above timelines.