I have made an unauthorised transaction report. What can I do if I disagree with MariBank’s investigation assessment or outcome?

We understand how distressing it can be to experience unauthorised transactions, and we deeply sympathise if you have been affected by fraud or a scam. Scammers or fraudsters may use various tactics such as phishing links or malicious app downloads to deceive victims into inadvertently compromising their account security.

When reviewing an unauthorised transaction report, MariBank conducts a thorough investigation of the available evidence and system records. We assess all cases carefully in accordance with the relevant regulatory guidelines to determine liability. If the investigation concludes that the Bank has done its due diligence in accordance with the relevant regulatory guidelines to protect its customers, the liability may not rest with the Bank. Please be assured that we do not take these decisions lightly, and we only arrive at a conclusion after a comprehensive review.

Requesting a Further Investigation by the Bank

If you possess new evidence or information that was not previously available or considered during our initial investigation, please share them with us by replying to the email that was sent to you regarding your investigation outcome to request a further review. We will evaluate the evidence or information shared and update you about the Bank’s assessment and any changes to the investigation outcome. Kindly note that unless substantive new information is provided, our initial investigation outcome is generally final.

Seeking Independent Assistance

We always strive to resolve matters fairly and amicably with our customers. However, if you remain unsatisfied with the Bank's final assessment and resolution, you may consider seeking assistance from the Financial Industry Disputes Resolution Centre Ltd (FIDReC).

For more information, you may visit the FIDReC's website at www.fidrec.com.sg or contact them at +65 6327 8878.