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Legal

Complaints

If something has gone wrong, we want to hear about it and put it right. This page explains how to tell us, what happens next, how long it takes, and where you can go if you're still not happy.

Effective
[DD Month YYYY]
Version
[1.0]
Response time
Within [30] days

Draft. This document is being reviewed by our legal and compliance teams and may change before launch.

How to complain

You can complain in whichever way suits you. It's free.

  • In the app: go to Help › Chat and tell us you'd like to make a complaint. This is usually the quickest.
  • By email: [complaints email]
  • By phone: [phone number], [hours, HKT]
  • By post: Complaints Team, [Harbour & Hills legal entity], [postal address]

What to include

To help us look into it quickly, please tell us:

  • your name and the email address or phone number on your account;
  • what went wrong, and when;
  • the transaction reference, if it's about a payment;
  • what you'd like us to do to put it right.

Never send us your password, passcode or one-time codes. We will never ask for them.

What happens next

  1. We acknowledge itwithin [2] business days, with a reference number and the name of the person handling it.
  2. We investigatelooking at your account, the transaction and anything you've sent us. We may contact you for more information.
  3. We give you our answerin writing within [30] days. If it's complex and we need longer, we'll explain why and tell you when to expect it, which won't be more than [60] days after you first complained.
  4. We put it rightif we got something wrong: correcting the mistake, refunding money or fees, and explaining what we'll change.

If you're not happy with our answer

You can ask for your complaint to be reviewed by a senior manager who wasn't involved. If you're still not satisfied, or we haven't given you a final answer within [60] days, you may be able to take it to an independent body:

  • [Financial Dispute Resolution Centre (FDRC), Hong Kong]: free, independent mediation and arbitration for money disputes. [confirm eligibility and contact details]
  • [Relevant regulator, e.g. Hong Kong Monetary Authority / Customs and Excise Department] [confirm which applies to each licensed service]

If you live outside Hong Kong, a dispute service in your country may also be able to help. Our Licences & disclosures page lists who provides each service.

Fraud and urgent problems

If you think someone has accessed your account, you've been scammed, or your phone has been lost or stolen, don't wait to make a complaint. Freeze your account in the app (Settings › Security) and contact us straight away through Help › Report fraud, or call [24/7 number].

Extra support

If you need us to do things differently, for example to communicate in writing only, use a different language, or give you more time, just let us know and we'll do our best to help.

How we use your complaint

We keep a record of your complaint and use what we learn to improve our service. We handle your information as described in our Privacy policy.

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