Client Feedback

Client Feedback Management

Ensuring the highest level of quality

in our services and advice

At VP Wealth Management (Hong Kong) Ltd, we aim to provide the highest standards of service to you, our clients.

We take your feedback / complaints seriously and aim to resolve matters as quickly as possible, while ensuring each case is reviewed by qualified staff with the requisite experience, knowledge and authority. We strive to:

  • make it easy for you to raise your concerns;
  • listen carefully and understand your perspective;
  • consider your suggestions as to how we might put matters right; and
  • be discreet, efficient and fair in all our dealings with you.

If you are not satisfied with any aspect of our products or services, or if you have a complaint about one of our employees, you can inform your relationship manager in person, in writing, by telephone , via e-mail or by filling in the contact form below.

How will my complaint be handled – actions and target time frames

Within seven calendar days: if we have been unable to resolve your complaint by the end of the following business day, we will write to you within seven calendar days to acknowledge receipt of your complaint.

Within 30 calendar days: we aim to provide our written response to your complaint within 30 calendar days. However, should more time be required by us due to (amongst other factors) detailed internal investigations, we will inform you accordingly.

Within 60 calendar days: you will receive a comprehensive response letter from us, detailing the position of VP Wealth Management (Hong Kong) Ltd with regard to your complaint.

In exceptional circumstances, for instance if your complaint is particularly complex, it may take longer than 60 calendar days to address.  Should this be the case, you will be advised in writing as to the steps we have taken to date.  We will also provide you with a realistic timeline for a comprehensive response from us.

Unhappy with our response?

Financial Dispute Resolution Centre

Our aim is to resolve all complaints in-house. However, if you are not entirely satisfied with the outcome, or if 60 calendar days have passed since you first brought your complaint to our attention, you have the right to refer your complaint to the Financial Dispute Resolution Centre (FDRC).

The FDRC runs an accessible, efficient, transparent Financial Dispute Resolution Scheme (FDRS) in which independent, impartial mediators and arbitrators provide mediation and arbitration services to financial institutions and their individual clients in Hong Kong for any eligible monetary dispute.  For details, please refer to the FDRC website at The FDRC leaflet is attached below for more information.

You can also contact the FDRC at the following address:

Financial Dispute Resolution Centre
Room 408-409, 4/F, West Wing
Justice Place, 11 Ice House Street,
Central, Hong Kong

T +852 3199 5199

Contact us

Submit your feedback or complaint by using this contact form.
Contact form
I am a client of VP Wealth Management (Hong Kong) Ltd
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(a) confirm that I have read and understood the disclaimer; and

(b) expressly provide my consent and agree that VP Wealth Management (Hong Kong) Limited (including any of its affiliates, employees, agents and/or representatives) may contact me in accordance with the means of contact I have chosen, and may use any of the information (including any personal data) I have provided, in order to look into and respond to my question, complaint or feedback.