Customer Complaint Procedure

Please follow DCFX PRIME PTE. LTD. (DCFX) complain procedures as follows:

For all complaints pertaining to any aspect of our services, first and foremost, please contact our Customer Services Department at +65 65399198 or email us at DCFX will resolve to reply to all issues within 48 hours, and DCFX believe that most issues can be resolved at this level without further escalation.

If our Customer Services department is unable to resolve the matter on hand to your satisfaction, you can email our Operations Department directly at who will acknowledge receipt within two business days and respond formally within fourteen business days.

If you are not satisfied with the response from our Operations Department, you should refer your complaint to the Financial Institutions Dispute Resolution Centre Ltd (FIDReC). The current maximum claim limit for cases adjudicated through FIDREC is SGD100,000. FIDReC is an independent organisation which resolves disputes between financial institutions and their customers. You should note that FIDReC will not consider a complaint until we have had the opportunity to respond to it, and any reference to FIDReC must be made within six months of the date of the final response from us.

The contact details for FIDReC are:

Financial Institutions Dispute Resolution Centre Ltd
Address: 36 Robinson Road, #15-01 City House Singapore 068877
Phone Number: +65 6327 8878
Email Address: