Unhappy with bank's complaint handling process

Dear Mr Tan

In my experience so far the "investigation" by the bank into mis-selling is unsatisfactory. In fact what happened was that as soon as I raised a point, there was a rebuttal from the bank's view by the Investor Care person.

From MAS's assurances the FI's "independent" arm is meant to be fair and impartial.
What I encountered was defensive and biased. In my case I had a written statement to give them. Should we not also get in writing how they will proceed and what the timeline is?

Are they wearing us down? Is this a tactic to ensure attrition? In fact it makes me even more determined to fight on! We have all lost enormous amounts of money and don't need this badgering. If they wanted to ask us questions they should do so in a less confrontational manner. Their approach is also biased because the person who interviewed me defended the RM!

REPLY
I suggest that you complain to the person who was appointed by MAS to oversea the bank's complaint handling process.