Contact Us


Suite 5801-04, 58/F, Two International Finance Centre,
8 Finance Street, Central, Hong Kong




+852 3900 2800


+852 3156 2255


No of Branches


No of ATMs


Working Hours

From 9:30 to 17:00

Customer Complaints

1.    If you have any complaint on our services, please contact us with details of the complaint, your name, your company name and contact details via one of the following channels:


+852 3900 2800
(Operating Hours: 9:30am – 5:00pm)



+852 3156 2255


Suites 5801-5804, Two International Finance Centre,
8 Finance Street, Hong Kong

2.    All information will be handled in a strictly confidential manner and comply with Complaints Handling and Redress, a supervisory policy manual (IC-4) issued by the Hong Kong Monetary Authority.  Personal data given in the complaint will be handled in compliance with the Personal Data (Privacy) Ordinance and other relevant codes issued by the Privacy Commissioner for Personal Data.

3.    We will acknowledge a complaint in writing, containing the name, job title and contact details of the person handling the complaint, and details of the complaints handling procedures to the customer within seven calendar days after receiving the complaint.  This excludes where the complaint is anonymous or has been resolved by close of business on the next business day of its receipt.  

4.    Once the complaint is resolved, we will send a written response to the customer within 30 calendar days after receiving the complaint.  If the complaint case is relatively complicated, it may take longer but should not exceed 60 calendar days to resolve.  In this instance, we will also send an interim response containing the reasons for the delay and the expected date of full response to the customer.  


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