Complaints Policy

Last updated on 1 October 2020

This Complaints Policy pertains to the scope of services provided to you by Aspire FT Pte. Ltd.

Our goal is to provide customers with a service that's fair, transparent, and suited to customer needs.

We will uphold this commitment in all of our communication with you, and in all our business activities. If this is not the case, we commit to rectify the situation as fit.

As an exempt payment service provider under the Payment Services Act (No. 2 of 2019), the Company strives to comply with the relevant laws which are applicable to the Company, and law enforcement authorities, including but not limited to the Payment Services Act (No. 2 of 2019), MAS Act, MAS Notices, Terrorism (Suppression of Financing) Act (Cap. 325), Corruption, Drug Trafficking and Other Serious Crimes (Confiscation of Benefits) Act (Cap 65A), where relevant and the regulations made thereunder.

Aspire also commits to collaborate with all the relevant law enforcement and/or government authorities including but not limited to: the Singapore Police Force, the Commercial Affairs Department and Corrupt Practices Investigation Bureau, the Monetary Authority of Singapore, the Attorney General's Chambers, the Ministry of Home Affiars, the Ministry of Finance and the Ministry of Law.

Something went wrong? We want to hear from you.

You can contact us via in-app chat or email. We are open from 9:30am - 6:30pm on business days. Please tell us about the issue(s) you’re facing or anything else you need help with in relation to your Aspire business account. In order to swiftly resolve any queries, we ask you to explain the issue(s) to us in as much detail as possible and attach any relevant documents to aid your explanation.

If you require further assistance or would like to speak with a senior team member, you can let the agent who’s helping you know and they’ll transfer you to a senior agent or manager.

Not satisfied with the support received? Escalate your concerns as a formal complaint.

To submit a complaint, send an email to complaints@aspireapp.com. Please include the following details:

  • Your full name
  • The phone number linked to your Aspire Business Account
  • The email address linked to your Aspire Business Account
  • The date when the issue(s) happened
  • Details of your complaint(s) and the expected resolution for your complaint(s)

Please ensure to include the full details of your complaint(s). Complaint(s) will be investigated based on the exact scope of your complaint. Any further questions will be considered as a new complaint.

After submitting your complaint, we will:

  • Confirm we have received your complaint
  • Ask you for more information if applicable
  • Give you a timeline for resolution
  • Provide you with a copy of your complaint (if not submitted by email)
  • Investigate the matter for you

The investigation will be led by a member of our complaints team who, to the extent possible, is not involved in the subject matter of your complaint.

We will do our best to provide you with a final response within the shared time frame, maximum within 15 days following the day that we receive your complaint. If, for any reason, we can not uphold that timeline, we will update you by email with an explanation for the delay. We will provide our final response no later than 30 days after we have received your complaint.

Our final response may conclude that

  1. Your complaint was upheld. We may then offer you compensation or goodwill gesture where appropriate; or
  2. Your complaint was not upheld. We will then explain the reasons for our conclusion; or
  3. We need more information. We will then reach out by email to let you what we need. If we encounter any delays because we’re waiting for information, this may affect our response date.

CONSUMER ASSOCIATION OF SINGAPORE (CASE)

If we fail to provide a response to your satisfaction, you may refer your complaint to the Consumer Association of Singapore.

We will include the contact of CASE in our final response so they can review your complaint if needed.