Complaints Policy

Effective from

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

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

‍

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

Aspire is currently under an exemption from holding a licence under the Payment Services Act ("PS Act") for the specific payment services for a specified period. The Company commits to collaborate with all the relevant law enforcement and/or government authorities.
‍

Something went wrong? We want to hear from you.

‍

You can contact us via in-app chat or by submitting a ticket here. We are open from 9:30am - 6:30pm on business days, excluding public holidays. 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.

‍

We are sorry that we have not met your expectations. We take all complaints seriously and we are committed to solving customer complaints. This gives us an opportunity to review and improve our product and services.

‍

To submit a complaint, send an email to complaints@aspireapp.com (Mon - Friday, 9.30 am - 6.30pm, excluding public holidays). Please include the following details:

  • Your full name
  • Your business 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:

  • Acknowledge your complaint within 1 business day
  • Ask you for more information if applicable
  • Investigate your complaint
  • Provide you with our final response

‍

The investigation will be led by a member of our complaints team.

‍

We will provide you with a final response within 30 days following the day that we received your complaint. We will keep you updated during the investigation process. In exceptional circumstances where we take longer than 30 business days, we will notify you of this and provide the reasons for the delay in addition to when we expect to resolve your complaint.

‍

Our final response concludes the outcome of your complaint and the actions we have taken. We may offer you compensation or goodwill gestures where appropriate.
‍

If we fail to provide a response to your satisfaction, you may refer your complaint to the Monetary Authority of Singapore (MAS). 

You may contact MAS at their website here within 6 months after we have provided the final response.