(Auto-reply) The Hong Kong Monetary Authority (HKMA) acknowledges receipt of your email.
If you have concerns in respect of banking products and services, you are encouraged to make a formal complaint to the bank concerned first in order to give it a chance to resolve the issues at an early stage. Simply contacting a customer service representative of the bank may not be sufficient for the purpose of complaint lodging and handling. Each bank has designated officers to handle complaints. Contact details of these officers can be found on the "List of banks' contact persons for handling customer complaints" on the HKMA’s website (https://www.hkma.gov.hk/).
You may consider filing a complaint with the HKMA if you suspect misconduct on the part of the bank and/or its staff. To lodge a complaint, please complete the online complaint form, or its PDF version1, as thoroughly and accurately as possible, and return it to the HKMA, together with relevant information (including the responses of the bank to your complaint lodged with it) if any, through online submission, or by email, facsimile or post.
When the HKMA reviews your complaint, its focus is on whether the bank has handled your complaint properly and addressed your concerns, while in parallel monitoring any potential breach of relevant regulatory requirements. However, the HKMA does not have the statutory power to intervene in, or adjudicate, contractual or monetary disputes between banks and their customers. Nor does it have the statutory power to intervene with bank’s commercial decisions or order banks to pay compensation. Please read the "FAQs - Complaints about Banking Products or Services"2 to find out more about the HKMA’s role in handling banking complaints.
If you are submitting supplementary information for your complaint, please rest assured that the HKMA will carefully consider your additional information and inform you in writing of the outcome upon completion of our handling of your complaint.
If you are writing to us on other matters, we will respond to you as appropriate.
Thank you for writing to us.
Complaint Processing Centre
Hong Kong Monetary Authority
Email: bankcomplaints@hkma.gov.hk I Fax: 2509 3990 I Hotline: 2878 1378*
*To ensure service quality, all our telephone conversations may be recorded, irrespective of whether you dial in or we call you back.
1 Please refer to “Complaints” under “Smart Consumer” of the HKMA’s website
2 Please refer to “Complaints about Banking Products or Services” under “FAQs” of the HKMA’s website
(自動回覆訊息) 香港金融管理局(下稱「金管局」)確認收到你的電郵。
若你對銀行的產品或服務有不滿，我們鼓勵你先向有關銀行提出正式投訴，讓銀行有機會盡早解決問題。單是聯絡銀行的客戶服務主任未必能有效協助提出及處理投訴，而每間銀行都有專責處理客戶投訴的人員，金管局網站 (https://www.hkma.gov.hk/) 內的「銀行處理客戶投訴的聯絡人名單」載有該等專責人員的聯絡資料。
若你懷疑銀行及/或其職員行為失當，你可考慮向金管局提出投訴。你需要填妥金管局的網上投訴表格或PDF格式的投訴表格1。請盡量完整及準確地填寫投訴表格，並連同投訴相關的資料(包括有關銀行就你的投訴作出的回覆)(如有)，透過網上遞交，或以電郵、傳真或郵寄方式交回金管局。
金管局在審視你的投訴時，會重視銀行有否妥善處理你的投訴及回應你關注的事宜，同時亦會監察銀行有否可能違反相關監管規定的情況。然而，金管局並無法定權力介入銀行與客戶之間的商業合約糾紛或金錢糾紛，或就該等糾紛作出仲裁，亦無法定權力干預銀行的商業決定或指令銀行作出賠償。請參閱「有關銀行產品或服務的投訴 - 常見問題」2以進一步了解金管局在處理銀行投訴方面的角色。
若你就你的投訴提交補充資料，金管局會審慎考慮相關額外資料，並於完成處理你的投訴後，以書面通知你處理結果。
若你就其他事宜聯絡我們，我們會因應情況作出回應。
謝謝你的電郵。
香港金融管理局
投訴處理中心
電郵: bankcomplaints@hkma.gov.hk | 傳真: 2509 3990 | 專線: 2878 1378*
*所有你和本局職員之間的電話談話內容，無論是你的來電或我們的回覆電話，都可能會被錄音，以確保我們的服務質素。
1 可瀏覽金管局網站內「智醒消費者 」的 「投訴」
2 可瀏覽金管局網站內「常見問題 」的 「有關銀行產品或服務的投訴」