Complaints Watch Issue No. 5

Our Ref: B1/15C 8 October 2015 The Chief Executive All Authorized Institutions Dear Sir / Madam, Complaints Watch The Hong Kong Monetary Authority (HKMA) published today the fifth issue of Complaints Watch. Complaints Watch is a periodic newsletter to share with the banking industry information on complaints received by the HKMA. It highlights the latest complaint trends, emerging topical issues, and areas that authorized institutions (AIs) may wish to place greater focus on. It forms part of the HKMA’s work to promote proper standards of conduct and prudent business practices among AIs. A copy of Complaints Watch is enclosed for your perusal. You may wish to forward it to members of your institution who have responsibilities for selling of retail and investment products, risk management, compliance and complaints handling for reference. If there are any questions on the above, please contact Ms Cathy Chan on 2516 7525 or Ms Peggy Lo on 2516 7833. Yours faithfully, Meena Datwani Director-General (Enforcement) Encl.