Complaints Handling Policy

LCH Insurance Brokers Pte. Ltd. – Complaints Handling Policy

LCH Insurance Brokers Pte. Ltd. (“LCH”) aims to provide high quality services which meet your needs.

In order to ensure our client service remains at a high and improving standard, we have a procedure through which you can let us know of any reason you are not satisfied with your dealings with LCH.

Making a complaint

If you are not satisfied with our service, please write to our HR/Compliance team at our business address, 16 Raffles Quay, #34-01, Hong Leong Building, Singapore 048581, or via email at feedback@lch.com.sg. We will review your complaint with the CEO or a member of the Board (as appropriate).

Our complaints resolution process

All complaints will be logged and you will receive a written acknowledgement within two business days of our receipt of your complaints. If appropriate and with your consent, we will request an interview within five business days of the receipt of your complaint to further understand the issue being raised. Once we have the relevant details of your complaint, our HR/Compliance team will commence the review of the complaint, and will aim to complete the review within fifteen business days of receipt of your complaint, subject to relevant details being obtained and clarifications obtained if necessary. We may contact you to provide interim updates or obtain clarifications during this period.

The aim is to investigate your complaint properly and give you a final response within twenty business days of receiving your complaint, setting out how the problem will be dealt with. If a final response is not possible, an interim response will be provided within the same timeframe, advising you of the reason for any delay in providing our final response and an indicative timeframe which you may expect to receive our final response, as well as any dispute resolution schemes approved by the Monetary Authority of Singapore to which you have a right to refer your complaint to.

If you are happy with the redress offer and/or remedial action set out in our final response, we will undertake to carry out the redress offer and/or remedial action within twenty business days of your acceptance, unless a longer timeframe is required for practical reasons, in which case we will advise you of such timeframe.

If after we have responded you are not satisfied, please let us know so we can look further into the matter. If you are a consumer, you may wish to refer your complaint to FIDReC (https://www.fidrec.com.sg/) who are an independent and impartial institution that resolves consumer financial disputes through mediation and adjudication.