Suggestions and Complaints

If you have any suggestions or complaints on our services, please send us a letter by mail (Shanghai Commercial Bank Ltd. Corporate Communications Department at G.P.O Box 139 Hong Kong) or by e-mail or by fax on 2526-8320. You may also call our hotline on 2525-9495 to give your suggestion to us.

Customer Suggestion Forms are also available at our Branches.

Complaint Handling Procedures

Our Bank handles every customer complaint seriously. We have in place a set of complaint handling procedures which are established in accordance with the guidelines of the Hong Kong Monetary Authority to ensure that all customer complaints are handled in a fair, consistent and prompt manner. Our complaint handling procedures are summarized as follows:

• A written acknowledgement will be sent to the complainant within 7 days of receiving the complaint, giving the name or job title and contact details of the person handling the complaint.
• Our independent Complaint Handling Section will monitor the progress of investigation, ensuring that all cases receive fair and consistent treatment.
• For both verbal and written complaints, a final response will be given to the complainant within 30 days. Otherwise, a response will be sent out giving reasons for the delay and indicating when a final response is expected to be provided. In any case, a final response will be sent to the complainant not exceeding 60 days from the receipt of the complaint.
• If required, customer interview will be conducted by the Complaint Handling Section by phone or in person.
• All complaints will be handled in a strictly confidential manner.

Download the "Customer Suggestion Form" and view it on line.

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