This Complaints Policy pertains to the services provided to you by Revolut Technologies Singapore Pte. Ltd. and/or Revolut Securities Singapore Pte Ltd.
How to make a complaint
If you have a complaint, the best way is to contact us via the in-app chat, which is available 24 hours a day, 365 days a year.
If you’re not happy with the service received, you can escalate your concerns as a formal complaint. You can submit a complaint using our online form or contact the Complaints team at [email protected].
Alternatively, you can also send us an email to [email protected]. If you prefer to send your complaint via email, please ensure to include the following details:
- Your full name
- The phone number linked to your Revolut Account
- The email address linked to your Revolut Account
- The date when the issue happened
- Details of your complaint
After submitting your complaint, we’ll let you know that we received your email and also give you a timeframe when we expect a response by. Then we’ll send you a copy of your complaint so you can keep it for your own records. We may contact you to gather more information relating to your complaint. A dedicated member of our complaints team (who, to the extent possible, is not involved in the subject matter of the complaint) will investigate the matter for you.
If we have everything we need, we will do our best to provide you with the final response within the indicated time frame and will clearly mention whether our response is final or not.
We’ll send our final response over to you within 14 business days, following the day that we received your complaint.
Financial Industry Disputes Resolution Centre Ltd (“FIDReC”)
For Revolut Securities Singapore Pte Ltd customers only. In case you are unhappy with how we have dealt with your trading related complaint, you can refer your complaint to FIDReC.
Please remember that, in relation to Revolut Securities Singapore Pte. Ltd., FIDReC will only process a complaint that satisfies all of the below criteria:
- The complaint is related to services provided by Revolut Securities Singapore Pte. Ltd.;
- The complaint does not relate solely to the investment performance of a financial product; and
- The complaint has not been previously dealt with or resolved by FIDReC (unless there is new material information that was not reasonably available at the time the previous complaint had been filed).