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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 47 Catchick
Street, West Point, 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 Head Office and Branches.
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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.
- All complaints will be handled in a strictly
confidential manner.
Download the "Customer
Suggestion Form" and view it on line.
The above documents are in Adobe Acrobat PDF format. If you do not have Acrobat Reader installed, please download the free software here. 
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