How to Escalate a Complaint

Mar 5, 2026

If you're not satisfied with our initial response provided by our support team, you may escalate your complaint through the following steps:

(i) Internal Review

  • Contact: Email [email protected] with "Escalated Complaint" in the subject line.

  • What to Include: To facilitate a prompt investigation, please provide your account:

    • UUID, full name, address and personal particulars;

    • Detailed outline of the events, relevant dates and timeline, transaction or trades have been made;

    • Supporting documents (i.e. screenshots, transaction IDs, emails)

    • Any specific action request (i.e. technical/ technology help)

    Please note that providing incomplete information may delay the investigation process.

  • Timeline: We will acknowledge your escalation within 3-5 business days. We aim to review your escalated case and provide a substantive response within 60 days.

    *The aforesaid timeline is indicative only and not a commitment, as the processing of a complaint may be subject to various factors, such as the complexity of the complaint and any subsequent communications with the complainant for the purpose of seeking further information or clarification.

  • Further Review: If you remain dissatisfied with our decision, you may request a further review by providing new material evidence.

(ii) Independent Resolution

If the matter remains unresolved through our internal process or you remain dissatisfied with our final resolution, you reserve the right to refer the matter to Financial Dispute Resolution Centre ("FDRC").

FDRC Contact Information:

  • Office Hours: 9 am - 5.30 pm, Monday to Friday (except public holidays)

  • Address: Room 408-409, 4/F, West Wing, Justice Place, 11 Ice House Street, Central, Hong Kong

  • General Tel.: (852) 3199 5100

  • General Fax: (852) 2565 8662

We fully understand the importance of this matter to you and sincerely appreciate your patience. Please rest assured that we are actively working to improve our processes and will make every effort to address and resolve your concerns as promptly as possible.