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HPTGroup

Standards

Complaints procedure

If something has gone wrong, we want to know. This is how to tell us and what happens next.

How to complain

Write to our Director, Compliance, Gabriel Pincus, at compliance@hpt.group, marked “Complaint”, or by post to HPT Group Limited, 1603, 16/F The L. Plaza, 367-375 Queen's Road Central, Sheung Wan, Hong Kong.

Please include:

  • your name and contact details;
  • the matter or engagement letter it concerns;
  • what went wrong, and when;
  • what you would like us to do to put it right; and
  • copies of any documents that help explain it.

You can also raise a complaint by telephone on +852 5161 5505. We will confirm it to you in writing.

What happens next

  1. Acknowledgement within two business days. We confirm we have your complaint and tell you who is handling it.
  2. Investigation. The Director, Compliance reviews the file and speaks to the people involved. Where possible, the complaint is handled by someone who did not work on the matter.
  3. Final response within 30 days. We write to you with our findings, what we will do, and why. If we need longer, we will tell you before the 30 days are up, explain why, and give you a new date.

Records

We keep a record of every complaint, the steps taken and the outcome, and review complaints regularly to see what we should change. Complaint records are kept for at least seven years.

Complaints about other providers

Where your complaint is about a bank, trustee, formation agent or other regulated provider we introduced, that provider's own complaints procedure also applies, and you may be able to refer the complaint to its regulator or ombudsman. We will help you raise it with them.