Concerns
Can we help?
Your feedback is very important to help us seek opportunities for continuous improvements and to meet your needs on the products and services that we offer.
If you would like to share with us your concerns / complaints about Citibank products or services, please use the steps shown below to help us resolve your concerns / complaints.
Step 1: Share your concerns to the immediate attention of our service officers
A. Writing to Citibank
You can write to us to highlight your concerns.
Mail to:
  Citibank Singapore Limited
Robinson Road PO Box 330
Singapore 900630
Attn: Customer Correspondence and Services Unit
Upon receipt of your letter or e-mail, we will acknowledge receipt of your correspondence within two business days. In instances where your concerns require further investigation, we will investigate your concerns and inform you of the status of investigation within 14 business days from the receipt of your concerns.
B. Calling CitiBusiness Service Hotline
You can call our CitiBusiness Service Hotline (65) 6238 8833 to share your concerns with us. Our hotline is available 24 hours a day, seven days a week.
We will strive to address your concerns immediately. In instances where your concerns require further investigation, we will contact you within two business days to acknowledge your concerns and inform you of the status of investigation within 14 business days from the receipt of your concerns.
If the CitiBusiness Service Hotline officer is unable to address your query or concern, you may request to speak to a CitiBusiness Service Hotline manager.
Step 2: Seeking an independent review
If the outcome did not meet your expectations, you may request our officer to refer you to our Customer Experience Unit who will arrange for an independent review of your concern.
You will be given a response, or an update of the status, within 14 business days of the appeal.
Step 3: Seeking an external review
If despite all our best efforts and after dealing with the Customer Experience Unit, you believe that we have not addressed your concerns satisfactorily, you may seek the assistance of FIDReC (Financial Industry Disputes Resolution Centre Ltd.). Their details are shown below.
FIDReC
112 ROBINSON ROAD #13-03
SINGAPORE 068902
TEL: (65) 6327 8878
FAX: (65) 6327 8488
EMAIL: info@fidrec.com.sg
Website: www.fidrec.com.sg
The jurisdiction of FIDReC in adjudicating disputes between banks and consumers is up to S$50,000.
At present, FIDReC's services are available to all consumers who are individuals or sole-proprietors.
For further information on FIDReC, please refer to the website mentioned above.
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