How we handle complaints

Schroders takes all complaints seriously. We strive to provide an efficient and fair resolution of complaints, and endeavour to resolve any complaints in a timely manner.

How to make a complaint?

You may make a complaint to Schroders by letter, telephone, email or in person.

For written complaints, please outline the facts, your concerns, how Schroders may help in resolving your complaint and your contact details. For verbal complaints, please provide information as detailed as possible, so the investigation may begin without undue delay.

You may lodge a complaint by post to Level 33, Two Pacific Place, 88 Queensway, Hong Kong, calling our hotlines (Retail Investors: +852 2869 6968; Retirement Services: +852 2843 7778) or completing the web form on the “Contact us” page of our website. Alternatively, you may reach out to your Client Representative if applicable.

What are the timelines for processing your complaint under normal circumstances?

The actual processing time of a complaint may vary depending on the investigation complexity or other factors, but we endeavour to resolve all complaints as soon as possible and you may expect to be kept informed of the progress in line with the timeline below.

Within seven days following receipt of the complaint, you may expect to receive an acknowledgment of your complaint.

Within thirty days following receipt of the complaint, you may expect to receive either:

1) a final response; or

2) a holding response with an explanation on why we are yet to be in position to make a final response and an indication of when a final response can be expected.

If a holding response is sent, you may expect to receive a final response within sixty days following receipt of the complaint.

Do you have any queries?

If you have any queries in relation to our complaint handling procedure, please reach out to your Client Representative or our Complaint Officer (currently assumed by our Head of Compliance Hong Kong).

Follow us

Contact Us

Level 33, Two Pacific Place, 88 Queensway, Hong Kong

(852) 2521 1633

Online enquiry: Please complete the web form below and we will reply as soon as possible.

Contact us

The investments mentioned in this website may not be suitable to all investors. The information contained in this website is provided for reference only and does not constitute any investment advice. Investors are advised to seek independent advice before making any investment decision.

Investment involves risk. Past performance is not indicative of future performance. You should remember that the value of investments can go down as well as up and is not guaranteed. You may not get back the full amount invested. Please refer to the relevant offering document including the risk factors.

This website is intended for Hong Kong residents only. Non-Hong Kong residents are responsible for observing all applicable laws and regulations of their relevant jurisdictions before proceeding to access the information contained herein. Schroder Investment Management (Hong Kong) Limited is regulated by the SFC. The website (excluding Schroder Provident Fund related pages) has not been reviewed by the SFC.

The website is issued by Schroder Investment Management (Hong Kong) Limited.

Important notice: Schroders does not make unsolicited requests through emails, calls, messages, WhatsApp, WeChat, Facebook, Instagram applications. Any contact other than via Schroders’ official channels for personal or financial information is likely to be false and fraudulent. Please stay vigilant and refer to our Fraud Alert Notice for further details. If you have doubts about the person, platforms, websites or institutions that claim to be associated with Schroders, please contact us via (852) 2521 1633 and inform the local police.