.svg){kind=logo}
Many complaints can be resolved at the first point of contact. Your relationship manager and our sales team are your first point of contract for raising complaints. They will do their best to help resolve any issue you may have.
If your complaint is not resolved to your satisfaction and you would like to file a formal complaint, you may send email to our customer experience team via complaints@wallextech.com with the email subject title containing the word –“Complaint”.
As a general guideline, please include the following details in the email:
- Full Name
- Company Name
- Mobile Number (with area code)
- Registered email address
- Preferred method of response
-
Your business relationship with us and the service(s) and/or product(s) relevant to this complaint
- The name of your Account Manager/Sales Manager in Wallex (if applicable)
- The name(s) of the staff involved (if applicable)
- Your experience with us
- Any further information or documentation to further support this complaint
- Your desired outcome of this complaint
Our Commitment to Resolve Your Complaint
The Wallex group prides itself in providing the highest standard of service possible to our clients. Feedback from all clients is taken very seriously and we appreciate any opportunity to learn and better ourselves in the provision of our offerings, professionalism and customer support.
Once we have received a complaint with the relevant subject title and information provided, we will send an acknowledgement email or letter to confirm our receipt within 5 working days.
We will investigate the matter and strive to provide you with a response by email on the outcome of the investigation of your concern(s) within 20 business days.
3rd Party Authorization
In the event where the you would like to authorize another party to make a complaint on his/her behalf, we would require written proof of this authorization and justifications behind the purpose of this authorization before we may address the complaint raised through the said authorized party. You will have to indicate his/her relationship with the said authorized party and submit an appropriate authorization document that has been validly executed by the complainant and the authorized party.
Privacy Policy
By submitting the complaint to us, complainant fully acknowledge that he has
given us consent for information relating to the complaint to be shared with all relevant teams
and/or third parties, where applicable. For more information regarding the collection, use and
disclosure of data, complainant may refer to the Privacy Notice on our website at
https://www.wallex.asia/en-sg/privacy-policies#legal-section1