FEEDBACK / COMPLAINTS

If you have feedback/complaints about GEN or one of our representatives, we want to hear from you. To submit feedback or a complaint, please kindly fill out the details below in the respective form (Feedback Form / Complaint Form). Our manager/ officer will be in touch with you.

Salutation *

Full Name (as per NRIC)*

Email *

Contact *

Products/Services (if any)

Financial Consultant Name (if any)

Your Feedback details*

Disclaimers*
By providing your personal data in the field(s) above, you hereby consent to the collection and use of personal data to contact you, by way of telephone calls, SMS/MMS and emails for the purpose of attending to your enquiries. Please ensure that you are the user and/or subscriber of the telephone number(s) and/ or email address(es) provided. We dislike spam as much as you and will never rent or sell your information. By providing your personal data in the above field, you agree to the terms of use.

Salutation *

Full Name (as per NRIC)*

Email *

Contact *

Product Name (if any)

Policy / Account number (optional)

Last 4 characters of your NRIC/FIN (e.g. XXXXX348F)*

Financial Consultant Name (if any)

Your Complaint details*

Let us know the resolution you are seeking*

Attached supporting documents in jpg/jpeg/pdf/docx/doc format (if any)

Disclaimers*
By providing your personal data in the field(s) above, you hereby consent to the collection and use of personal data to contact you, by way of telephone calls, SMS/MMS and emails for the purpose of attending to your enquiries. Please ensure that you are the user and/or subscriber of the telephone number(s) and/ or email address(es) provided. We dislike spam as much as you and will never rent or sell your information. By providing your personal data in the above field, you agree to the terms of use.

You agree by submitting a complaint that GEN may decline any further investigations filed anonymously with vague details and without sufficient evidence supporting the allegations.

Q & A

How will my feedback be handled?

We thank you for your feedback. A Manager/Officer from GEN will acknowledge your feedback within 3 business days of receiving it.

All complaints will be handled by our GEN Compliance Department. The complaint is acknowledged within 2 business days and an investigator is assigned to handle the case. Both telephone and in-person interviews (in our office) will be conducted obtain further information and verification as necessary.

You can expect us to resolve your complaint within 20 business days or sooner, depending on the complexity of the case. If it takes more time to resolve the case, we will notify you of the progress within 20 business days. Once the investigation is complete, you will receive a written statement with our final response.

If you are not satisfied with our final response, despite our best efforts to reach an agreement, you may contact the Financial Industry Disputes Resolution Centre Ltd (FIDReC). FIDReC is an independent dispute resolution body between financial institutions and consumers. For more information, visit www.FIDReC.com.sg

Financial Industry Disputes Resolution Centre (FIDReC)
36 Robinson Road
#15-01 City House
Singapore 068877
Tel: (65) 6327 8878, Fax: (65) 6327 8488
Email: info@fidrec.com.sg