Complaint Handling

Upon the receipt of your complaint, we will issue an acknowledgement to you within 7 working days. We will undertake an initial assessment of the complaint and we may seek clarification from you to assist us in resolving it.

Once the investigation is completed, a final response will be issued to you with our explanation and/or our appropriate action. Under normal circumstances, we endeavour to resolve the complaint at the earliest possible time or up to 2 months to resolve it.

Depending on the complexity of the complaint or if there are exceptional circumstances that are beyond our control, there is a possibility that the assessment and investigation time may take longer. We will keep you updated on the status of the complaint.