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).