We are committed in providing our professional services to our clients. Your comments and feedback are therefore invaluable to us and will enable us to serve you better.
You are most welcome to share your feedback through the following channels:
- E-mail us to [email protected];
- Talk to your client relationship officer;
- Send us your letter in person or by post; or
- Call directly to our Compliance Officer at (852) 2298 3289
Acknowledgment and response of complaints
If you have any questions in respect of our services that you feel have not been adequately or satisfactorily addressed by your Client Relationship Officer, you can lodge a formal complaint to us. An acknowledgement will be sent to you within seven (7) days upon receipt.
Written acknowledgement will only be provided in respect of complaints received by letter or email.
Upon receipt of your complaint, we will conduct a thorough review against the issues you raise and endeavour to provide you with a comprehensive written response within thirty (30) days of receipt. Alternatively, we will notify you in case we need more time to look into the matter (normally not exceeding sixty (60) days).
If we are able to provide a comprehensive written response to you within seven (7) days of receiving your complaint, we may combine the acknowledgment receipt of the complaint together with a comprehensive written response.
Alternative avenue to Financial Dispute Resolution Centre
If you remain dissatisfied with our response to your complaint, you may refer your complaint to the Financial Dispute Resolution Centre, subject to the requirements as set out on their website (relevant link is set out below).
The contact details of the Financial Dispute Resolution Centre are set out below:
Financial Dispute Resolution Centre
Room 408-409, 4/F,
West Wing, Justice Place,
11 Ice House Street,
Central,
Hong Kong
Tel: 3199 5199
Website: https://www.fdrc.org.hk/
