Our Complaint Handling Policy

We want to make sure you are entirely satisfied with the service you received from us, and would like to hear from you about our areas of improvement.  

You can contact us to raise your concerns, give us your feedback, or make a complaint. Upon receipt of your feedback, we will send you an acknowledgment within 2 working days and will provide you with a response within 15 working days. If we are unable to respond to you within the aforesaid timeframe, you will receive a notice of extension and thereafter an update on our investigation progress every two weeks until your concerns are resolved. If you are not satisfied with the response you receive, you may refer your case to relevant organizations for follow-up.