Penguin Securities is committed to fair dealing and maintaining a high standard of client service. In the rare event that you are dissatisfied with any aspect of our service, we encourage you to contact us promptly so we can address your concerns.

Please Contact us. Most concerns can be resolved quickly at this level.

To help us investigate and resolve your complaint efficiently, kindly provide the following details:

• Your unique account number
• Relevant trade or transaction information
• A clear explanation of the issue

Please note: If submitting a complaint via email, it must be sent from your registered email address with Penguin Securities.

If your issue remains unresolved or you are dissatisfied with the outcome, you may escalate the matter by writing to .

In your email, please clearly describe the complaint and your reason for escalating it.
We will:

• Acknowledge receipt within one business day
• Conduct an independent review
• Aim to provide a formal response within ten business days

If additional time is required, we will notify you of the reason for the delay and provide an estimated timeframe for our final response.

If you are not satisfied with our final response, you may refer the matter in writing to the Financial Industry Disputes Resolution Centre (FIDReC).

Please note:

• FIDReC will only consider your case after we have issued a final response
• Complaints must be lodged within six months of our final response
• Submissions can be made via FIDReC’s website: www.fidrec.com.sg