SINORICH attaches great importance to the opinions of customers. Whether it is our appreciation, suggestions for service improvement, or even complaints about our shortcomings, we will listen carefully to improve our service quality and make customers satisfied.
Therefore, SINORICH has set up a Complaints Officer to deal with customer complaints.
How to make a complaint
Clients can express their complaints to SINORICH through the following channels, and the complaints will be directly referred to the Complaints Officer of SINORICH for independent investigation:
Online Form: The online form at the bottom of this page
Mail: Room 3310-18, 33/F, 41 Heung Yip Road, Wong Chuk Hang, Hong Kong
Tel: 3107 3180 (for inquiries only, not as a formal complaint channel)
Please note that customers must make a formal complaint in writing (including online forms, email and post) in order for the complaint to be processed.
SINORICH will issue a "Complaint Application Confirmation Letter" to the customer within 7 days of receiving the customer's complaint to confirm that we have received the customer's complaint application and officially begin processing.
SINORICH will issue a "final response" to the customer within 2 months after receiving the customer's complaint. The content of the final reply includes the investigation result of the complaint and the actions that SINORICH will take.
The above processing time is only applicable to normal circumstances. In case of special circumstances (such as epidemics, social unrest, war, or force majeure events, or any other special circumstances), it may take a longer time to process.
If you are dissatisfied with the outcome of your complaint, you have the right to refer your complaint to the Financial Dispute Resolution Centre ("FDRC") for processing.
Financial Dispute Resolution Center ("FDRC")
Tel: 3199 5199
Address: Room 408-09, 4/F, West Tower, Legal Centre, 11 Snow House Street, Central, Hong Kong