Feedback and complaints

We welcome your feedback whether it's a compliment, suggestion or a complaint. If you're ever unhappy about something we've done - or perhaps not done - please give us the opportunity to put things right.

Contact us

  • Online - provide feedback, share your suggestions, provide a complaint or compliment via email.
  • Over the phone - +852 2842 9812 - this is the fastest way to provide feedback and resolve any concerns.

How long does it take? 
Where possible, we'll resolve your complaint on the spot. However, depending on the nature of the issue, this may take longer. So if we need some additional time, we'll let you know. 

Then what happens? 
If we can't resolve your concern, we’ll refer it to our dedicated team. 

What if I'm not satisfied?
If you feel we haven't fairly resolved your concern, there are several industry bodies that can help. For example, the Financial Dispute Resolution Centre, the Hong Kong Mediation and Arbitration Centre and the Hong Kong Monetary Authority.