In brief
On 20 October 2026, the Monetary Authority of Singapore (MAS) published its Information Paper on Complaints Management Practices (“Information Paper”), which sets out MAS’ key observations from thematic inspections of selected banks and life insurers conducted in 2025 and 2026. The Information Paper may be viewed here.
The inspections assessed how the expectations in MAS’ Guidelines on Fair Dealing (“Fair Dealing Guidelines”) were being implemented in respect of retail customers. The Information Paper sets out sound practices and areas for strengthening in the following areas:
- Board and Senior Management oversight
- Complaint assessment
- Data capture and analytics
- Training and communication
- Adoption of artificial intelligence (AI) in complaints management
Although the inspections covered only selected banks and life insurers, MAS expects all Financial Institutions (FIs) to review their complaints management practices against the observations in the Information Paper, incorporate relevant good practices and address material gaps, having regard to their business models, scale of operations and customer profiles, in a risk-proportionate manner.
Download the full alert of Singapore: MAS Publishes Observations on Complaints Management Practices
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