Make a complaint

When to make a complaint

Where a customer is not satisfied with the Bank’s provision of, or failure to provide, a service or product, the customer may make a complaint to the Bank via the channels as stated below. We will do what we can to help at once.

How to make a complaint

The customer may make a complaint in writing, by telephone, through e-mail or a personal visit, in anonymous manner and/or the third party with substance and details of the complaint, name of the complainant and how to contact the complainant.

How your complaint will be handled

All complaints will be treated in strict confidentiality. Upon receipt of a complaint, we will issue an acknowledgement to the complainant within 7 days.

Your complaint will be promptly handled and investigated. Normally within 30 days in any case not exceeding 60 days from the time of receipt of the complaint, we will send our final response to the complainant.

Alternative Dispute Resolution mechanisms

If you are not satisfied with the reply, you may refer the matter to the Financial Dispute Resolution Centre (“FDRC”) at Room 408-409, 4/F, West Wing, Justice Place, 11 Ice House Street, Central, Hong Kong. Please refer to FDRC’s official website for its details: https://www.fdrc.org.hk/index.php?lang=en. You also may opt to refer your complaint to other regulatory bodies in Hong Kong, or seek for independent legal advice.

Channels to lodge a complaint to the Bank

Mail or personal visit: 34/F Champion tower, 3 Garden Road, Central, Hong Kong

E-mail:info@bosc-hk.com or compliance@bosc-hk.com

Telephone: 852-3121-8222

Fax: 852-2258-5755

Attention to: Head of Compliance, Compliance Division