How can I make a complaint?
You can do so via the following:
- Send us an email at complaints@stashaway.hk
- Call us all at +852 5803 7274 (Mon-Fri, 9am-6pm, except public holidays)
- Send us a Whatsapp at +852 9862 2676
- Send us a Facebook Message
Our response procedures are as follows:
- Written acknowledgement to the complainant within 2 business days from the date of receipt of the complaint; The Client Experience agent that received the complaint will be considered as the Handling Officer (HO) of the case
- Within 20 business days after the date of receipt of the complaint, the complainant should receive:
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- a final response; or
- a written response informing of the reasons for the delay, an indicative reasonable timeframe for a final response from the financial adviser, and the complainant’s right to refer the complaint to an approved dispute resolution scheme.
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For further escalation, the complainant can approach the Securities and Futures Commission.