Complaints Watch Issue No. 12

Our Ref: B1/15C 23 November 2018 The Chief Executive All Authorized Institutions Dear Sir / Madam, Complaints Watch The Hong Kong Monetary Authority (HKMA) has today published the twelfth issue of its Complaints Watch. Complaints Watch is a periodic newsletter prepared by the HKMA to share with the banking industry information on complaints received by the HKMA. It highlights the latest complaint trends, emerging topical issues, and shares good practices that authorized institutions (AIs) may find helpful. It forms part of the HKMA’s work to promote proper standards of conduct and prudent business practices among AIs. A copy of the twelfth issue of the Complaints Watch is enclosed for your perusal. You may wish to forward it to members of your institution who have responsibilities for the selling of retail and investment products, risk management, compliance and complaint handling for reference. If there are any questions on the above, please contact Ms Cathy Chan on 2878 7504 or Ms Peggy Lo on 2878 7549. Yours faithfully, Carmen Chu Executive Director (Enforcement and AML) Encl.