Client Complaints

At BNP Paribas, we strive to provide our clients with the highest possible standards in service. If for any reason you are not satisfied with our service, products or employees, please let us know and include details or a summary in your communications. We value your feedback and endeavor to review the situation fairly.

Who to contact:

• Your assigned Relationship Manager, Desk Head or usual BNP Paribas contact person; or
• Refer to the Complaint Handling Officer published on the HKMA/SFC websites:
  • HKMA
  • SFC:
    • BNP Paribas
    • BNP Paribas Securities (Asia) Limited
    • BNP Paribas Asset Management Asia Limited

Kindly contact the relevant business line for more efficient handling of your complaint.

What is the process:

When we receive your complaint, we will write to you to acknowledge your complaint within 7 calendar days upon receipt and will investigate your concerns. We will aim to provide a written interim or final response with our findings within 30 calendar days from the date of receipt.

If you have additional information or documents regarding your complaint, please provide them to us to assist in our investigation.

Financial Dispute Resolution Centre

Please also note that, if you are not satisfied with our responses to your complaint and if you are an individual, sole proprietors or small enterprises, you have the right to refer your complaint to the Financial Dispute Resolution Centre.  For details, please refer to their website at https://www.fdrc.org.hk/