Complaints against the service or product provided by authorized financial and insurance institutions
AMCM requires all authorized financial and insurance institutions to establish effective and equitable procedures to deal with complaints. If a customer is not happy with the way in which the authorized financial or insurance institution has dealt with his/her complaint, or if the institution has not sent a response within a prescribed time limit after receiving his/her complaint, the customer may wish to seek the assistance of the AMCM. Before lodging a complaint, please read the following policy statements and guidelines which explain AMCM’s role and procedures in handling complaints.
Banking Supervision Department
- Policy statement on handling of complaints against financial institutions
- Guideline on handling of customer complaints (Circular No. 040/B/2009-DSB/AMCM)
Insurance Supervision Department
- Policy statement on the handling of complaints against insurance companies, reinsurance companies, insurance intermediaries and private pension fund management companies
- Guidelines issued to authorised insurance institutions on handling of complaints from policyholders, customers and third parties (Notice No. 14/2009-AMCM)
Channel for lodging other opinions or complaints
Apart from the complaints against financial institutions and insurance institutions, any opinions or complaints regarding the services rendered by AMCM may be lodged in person, by phone, email or mail. Designated colleagues from the departments concerned will be assigned for proper handling and follow-up of the complaint.
Right of appeal
Complainants or applicants, who consider that their opinions or complaints have not been handled in a proper manner, may directly:
- Communicate with the personnel responsible for our Performance Pledge Programme via:
Tel. (853) 2852 3737, Fax. (853) 2852 3622, Email: ,
- Write to the work group responsible for our Performance Pledge Programme.
All the appeals, in written or verbal form, will be timely reported by the department responsible for the Performance Pledge Programme to the Board of Directors in writing. An interim reply will be provided within 10 working days upon receipt of the complaint.
- Internal supervision - The services mentioned above are determined based on current actual circumstances and are therefore subject to periodic review. The underlying principle is to enhance the quality of our services by prescribing a clear cut service processing time to facilitate the general public.
- Public supervision - Any opinions or complaints can be lodged with AMCM in person, by phone, email or mail. Designated colleagues from the departments concerned will be assigned for proper handling and follow-up of the complaint. AMCM will strive to provide an immediate response. All the complaints, in written or verbal form, will be handled promptly. In any circumstances, an interim reply shall be given within 10 working days upon the receipt of the complaint.
Statement on Collection of Personal Information
Personal data provided by the complainants or applicants will only be used for the purposes related to the handling of the opinions or complaints. For details, please refer to “Statement on Collection of Personal Information”.
If the complainant keeps on complaining about the same completed case but fails to provide any new and specific information or supporting evidence, AMCM will not be able to follow up further and will not reply to the complainant again for the same completed case.
Terminating conversation policy
If the complainant uses offensive, insulting or discriminatory language when communicating with AMCM staff, our staff will give a verbal warning to the complainant stating that if the complainant continues to use the insulting language, the conversation will be terminated immediately while the complainant will be recommended to make the complaint in writing.
Last revision: 2022-04-20 12:30:03