Complaints Policy

  1. Introduction

    1. The aim of Amazingtech Pte Ltd Pte Ltd ("Tokenize XChange") is to provide fast, efficient and friendly services to all of its customers.

    2. The Tokenize XChange is committed to complying with all applicable laws and regulations to preserve the reputation and the integrity of its business.

    3. If at any time we do not measure up to these standards or we have given you cause for dissatisfaction, please tell us about your experience in accordance with this Policy.

  2. Complaint Process

    1. You can raise a complaint via and include:

      1. (A) The date, details of your complaint

      2. (B) What you would like us to do to fix it

    2. Once the formal complaint process is initiated, the following events take place:

      1. (A) We will write to you either by letter or by email and will:

        1. (1) Acknowledge your complaint and the details of how we understand it

        2. (2) Confirm that our formal complaints process has been initiated and provide you with a reference number for your complaint

        3. (3) Provide the name of the staff member who is handling your complaint

        4. (4) Enclose a copy of this notice to ensure that you are aware of our complaint process

      2. (B) If it is possible for us to provide a final response within the initial acknowledgement letter or email, we will do so. If not, the letter or email will either:

        1. (1) Request that you provide further information regarding your issue, or

        2. (2) Explain the reason for the delay, and

        3. (3) Provide an estimate of the period we require to make a final decision

      3. (C) We aim to resolve all complaints within fifteen (15) business days. If we are unable to do so, we will contact you again:

        1. (1) To keep you informed of our progress and indicate when we will issue the final response; and

        2. (2) Provide details of how you may refer your complaint to the relevant authorities.

      4. (D) At any stage, we may issue a final response letter which will either:

        • (1) Accept the complaint and, if appropriate, offer redress,

        • (2) Offer redress without accepting the complaint, or

        • (3) Reject the complaint and give reasons for doing so.

    3. In addition, the letter will state that it is our final decision and ask you to reply indicating whether you accept or reject our decision.

  3. Consumer Association of Singapore

    1. In the case of complaints, if after 35 days your complaint is still unresolved, you will be entitled to refer your complaint, subject to eligibility, to the Consumer Association of Singapore ("CASE").

    2. You may contact CASE by:

      1. (A) post providing details about your complaint to the Consumer Association of Singapore, 170 Ghim Moh Road #05-01 Ulu Pandan Community Building Singapore 279621;

      2. (B) telephone on 6 1000 315; or

      3. (C) following this link , where you can submit your complaint via the online form of the CASE.