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Handling of your Complaint

Upon receipt of your complaint, we will write to you to acknowledge your complaint within 7 calendar days.  Your complaint will be handled by our employees with appropriate experience and authority. All information will be kept confidential.  We will aim to provide you with a final response within 30 calendar days from the date of receipt.  In certain more complicated cases, we will send you an interim response explaining the reasons for the delay and indicating when we expect to provide a final response.  Normally this should not exceed 60 calendar days from the date of receipt.
Here below are the contact points for lodging your complaint:
  • Your assigned Relationship Manager or usual contact person of the Bank; or
  • Refer to the Complaint Handling Officer published on the website of the Hong Kong Monetary Authority (HKMA) or Securities and Futures Commission (SFC).
If you are not satisfied with the Bank’s response to your complaint, you have the right to refer the matter to the HKMA and/or seek external legal advices.  For eligible monetary disputes, you may also refer your case to the Financial Dispute Resolution Centre (FDRC).  For details, please refer to their website at http://www.fdrc.org.hk