Contact Us How can I lodge a complaint as a client?

How can I lodge a complaint as a client?

Should you have any comments on or complaint about our services, you may contact us via:

How will my complaint be handled?

We take our responsibility to investigate client complaints properly and independently and we follow a fair, rigorous and objective process. Any information you provide in relation to your complaint is treated as confidential and is processed by the responsible staff strictly on a need-to-know basis.

We will acknowledge the receipt of the complaint within 7 calendar days.  We aim to provide a final response within 30 calendar days or, if that is not possible, a holding response will be issued to you explaining why we are not yet in a position to resolve your complaint and indicate when we expect to be able to provide a final response. If a holding response is sent, final response will be provided to you no later than 60 calendar days.

If you are not satisfied with our response/proposed redress, you may let us know your disagreement and provide explanation with additional information (if any) for our further investigation and consideration.

Financial Dispute Resolution Centre ("FDRC")

(for accounts booked in and/or managed by Credit Suisse AG Hong Kong branch only)

If we are not able to resolve your complaint through our internal resolution process, you may refer your complaint to the FDRC if: (a) you are an individual or a sole proprietor; and (b) the amount of each individual monetary claim is not more than HK$500,000 (or its equivalent in another currency).

The contact details of the FRDC are:
Financial Dispute Resolution Centre Limited
Room 408-409, 4/F., West Wing, Justice Place,
11 Ice House Street, Central,
Hong Kong
Telephone: +852 3199 5100

FDRC leaflet (PDF)