If you as a client or a prospective client of Saxo Capital Markets HK Limited (“SCM HK”) have a question or a problem, please first raise this with your account manager or the account manager’s team lead or head of department.
Should you not receive a satisfactory answer, you may then, if you are already a SCM HK client, submit a formal complaint via the trading platform, and, if you are not a client, you may file a formal complaint via the online form.
We will contact the client within 7 days to confirm receipt of the complaint and discuss any relevant details. Within 7 days of the receipt of the complaint, SCM HK will initiate an internal investigation regarding complaint. We will investigate the matter and aim to respond within 2 months (or earlier). If we are unable to provide you with a final response to the complaint within 2 months, we will provide you with the reason for such delay and an indicated timeframe to expect our final response to the complaint.
If you are still not satisfied with our response to your complaint, you have the right to file a complaint directly with the Financial Dispute Resolution Centre (“FDRC”) if the complaint meets the criteria defined by the FDRC. Further details, including eligibility, can be found on their website: https://www.fdrc.org.hk