Complaint Handling Procedure

If you wish to make a complaint, please contact us by:

41/F Central Plaza, 18 Harbour Road, Wanchai, Hong Kong
(Attention: Compliance Department)
(852) 2878-6874


Alternatively, you may contact your Investment Representative, Relationship Manager or usual contact in KGI, where applicable.

Please provide details of your complaint, such as the chronology of events and supporting materials, and leave your name, account number (if any) and contact details.

Your case will be handled by members of or staff designated by our Sales Management and/or Compliance Department, according to different circumstances.  Generally, we will endeavor to acknowledge receipt or response to your complaint within 7 business days, and provide an interim or final response or result as soon as practicable, upon further discussion with you if necessary.

In the infrequent cases where your complaint is not remedied promptly, or if you remain dissatisfied with our conclusion, you could consider filing the complaint or seeking further assistance from the relevant regulatory authority, or refer a dispute to the Financial Dispute Resolution Centre (FDRC).

Please contact us should you have any queries relating to this procedure.