If you have a complaint about any aspect of our service, we would like to hear from you. You can contact us by post, fax or email at [email protected]. Please address all correspondence to the Compliance Manager.

Our Compliance department will be best placed to receive your complaint and work with you to resolve it.

Complaint procedure

Ebury Partners Hong Kong Limited has established an internal complaints procedure to ensure your complaint is dealt with efficiently and by the correct person. To help us investigate and resolve the problem as quickly as possible, please make sure you give us the following information:

• Your full name, address and client reference number
• Who are you complaining about
• What is your complaint about 

Please describe precisely in point form all the matters you are not satisfied with.

Please describe the incident(s) giving rise to your complaint, preferably in chronological order.

Please provide details of the account or transaction involved in your complaint:

• Account no. 
• Name of account holder
• Product name
• Transaction date
• Disputed amount

(if your complaint involves multiple transactions, please provide attachment to us)

• Details of what you would like us to do to put it right
• Copies of any relevant documents, such as letters
• A daytime telephone number where we can contact you

We will try to resolve your complaint immediately and with minimum of inconvenience to you. The first step is for us to be really clear on what the problem is and to identify what we can do to put it right. The more information you can give us the better.

Sometimes we will not be able to solve the problem for you immediately. If we are unable to resolve your complaint by the following day and if we have not already contacted you to agree our proposal for resolving it, we will:

• Send an acknowledgement of your complaint in writing within 5 working days.
• Confirm who will handle your complaint, and how you can contact them.

If your complaint is particularly complex in nature, we will keep you informed of the progress we are making as we continue our investigations.

In any event we will endeavour to resolve your complaint and provide you with a full response within 15 working days. These may be extended up to 35 working days where an answer cannot be provided due to reasons outside of direct control. If this is the case Ebury will send a holding letter in the interim.

In our final response we will include:

• A summary of the complaint
• A summary of the outcome of our investigation
• Whether we acknowledge there has been any fault on our side and whether the complaint will be upheld
• Details of any offer to settle the complaint and how long this offer will remain open
• If you are an eligible client, a notification of your right to refer the matter to the Financial Ombudsman Service

If we are unable to provide you with a final response within 8 weeks we will write to you with:

• An explanation as to why we are unable to provide you with a final response and with an indication as to when you will get one.

If your complaint is about a monetary dispute, you could consider using the mediation and arbitration services provided by the Financial Dispute Resolution Centre (FDRC).

The FDRC is an independent and impartial organisation administering the Financial Dispute Resolution Scheme which requires financial institutions, members of the FDRS, to resolve monetary disputes with their customers through mediation and/or arbitration.

You can visit the FDRC website at www.fdrc.org.hk or call its hotline at 3199 5199 to find out more. 

If you are still not satisfied, you may consider making a complaint to the Office of the Ombudsman, Hong Kong. Please refer to the Ombudsman’s Website to find out more about the role of the Ombudsman (www.ombudsman.hk). 

If your complaint is in relation to Data Protection, and we are unable to provide you with a final response within one calendar month we will write to you with:

An explanation as to why we are unable to provide you with a final response and with an indication as to when you will get one.

If you are an eligible client, a notification of your right to refer the matter to a Data Protection Supervisory authority.

We value your feedback. Help us get it right every time, for every client.