Before you lodge a complaint, we recommend that you:
- First, try to sort out with the staff you been dealing with
- If you are not satisfied, speak with his or her manager
- If you are still not satisfied, consider lodging a complaint
Once you lodged your complaint, a service officer will contact you. We aim to do this within three business days. This officer will work with you to resolve your issue (or issues) and keep you informed of the progress of the case.
The time we spend in investigating your complaint depends on its seriousness and complexity, but we aim to finalize the matter within fourteen business days.
Sometimes we may not be able to deal with your complaint in the timeframe set out above. If that is the case, we will contact you to give you progress update so you are aware what is happening. You can also call us at +852 2862 8555 or visit us at 17M/F Hopewell Centre 183 Queen’s Road East, Wan Chai during Monday to Friday excluding public holidays 9AM to 6PM to check the progress of your complaint.
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