These case studies have been modified so as not to identify any actual cases at FIDReC. They are provided for purposes of learning and are not necessarily indicative of outcomes at FIDReC.


Heidi had a credit card from the Bank. One day, Heidi realised that she could not use her credit card.

Heidi complained to the Bank. The Bank shared that it had reviewed her account based on directions from the Monetary Authority of Singapore some months ago.

At that time, the Bank sent a letter to Heidi informing her about the review. The letter also stated that Heidi’s Relationship Manager (RM) would contact her to request documents. The next day, the RM called Heidi and asked for her Notice of Assessment from the Inland Revenue Authority of Singapore. The RM also asked Heidi to fill up a Customer Information Form. One month later, the Bank sent a reminder letter to Heidi. The letter asked Heidi to provide the requested supporting documents to avoid disruption to her banking needs. As there was still no response from Heidi, the Bank sent another letter to remind Heidi to provide the documents the following month. Heidi finally provided the Customer Information Form. She did not provide the Notice of Assessment. The next month, after the deadline, the Bank placed blocks on Heidi’s credit card.

Dissatisfied with the Bank’s response, Heidi came to FIDReC.

During mediation, Heidi stated that the RM had only asked her to submit the Customer Information Form. The need for the Notice of Assessment was only mentioned after her card was blocked. Heidi claimed $2,000 from the Bank for inconvenience and emotional distress.

The Bank explained that the Bank’s terms and conditions allowed the Bank to block Heidi’s card by giving notice in writing. The Bank could also block any account or withhold funds if any authority or regulator required it to do so.

The mediator facilitated further discussions between Heidi and the Bank. During a private session with Heidi, Heidi shared with the mediator about the inconveniences she faced when her card was blocked. The mediator asked Heidi about how she quantified her claim. The mediator explained that FIDReC Adjudicators could only make awards to compensate financial loss. Although the mediator empathised with Heidi’s stressful experience, he asked her to think about what evidence she had to show that she suffered financial loss. During a private session with the Bank, the mediator discussed Heidi’s customer experience. The mediator invited the Bank to suggest possible ways to improve the banking relationship.

Eventually, Heidi provided the Notice of Assessment to the Bank, and she could use her credit card again. Heidi decided to close her case at FIDReC. She was ready to move on.

Key Learning Points

  • Being in a dispute may be an emotional, stressful, and difficult experience. Mediation at FIDReC can help all parties understand where their differences lie and think of ways to move forward.
  • Mediation is also a way for parties to share information in a confidential and safe setting.
  • During mediation, the mediator may have a discussion with all parties present. The mediator may also speak separately with the parties. Information shared during these private sessions is not told to the other party without permission.
  • Keep an open mind during mediation. The eventual outcome may be different from your initial claim but could still bring resolution and closure.
  • If mediation is unsuccessful, you may continue with adjudication. At adjudication, the Adjudicator will consider the evidence and submissions from the parties. The Adjudicator will then decide whether you have proved your claim.
  • Do note that the Adjudicator can only make awards based on fair compensation for financial loss. You will need to show evidence of the loss and how it is calculated. No award will be made for mental distress or for speculative losses.


Click here to access more case studies.