Please ensure Javascript is enabled for purposes of website accessibility Complaint handling procedures - Individual or Intermediary Investor - HK - BNY Mellon

Dealing With Complaints



BNY Mellon Investment Management Hong Kong Limited

We have established procedures for dealing with complaints. If you wish to make a complaint we can be contacted by phone on +852 3926 0664 during business hours or by writing to:




Compliance Department
BNY Mellon Investment Management Hong Kong Limited
Level 25 Three Pacific Place,
1 Queen’s Road East,
Hong Kong




We will endeavour to acknowledge receipt of your complaint in writing as soon as reasonably practicable and in any event within 3 business days from receipt. The maximum response timeframe is 4 weeks for standard complaints. Other types of complaints and complex complaints may have a different maximum response timeframe. We will let you know if a different maximum response timeframe will apply to your complaint.


We are committed to ensuring our complaints process is accessible to all clients and will work with you to discuss your complaint via your preferred method of communication where possible.


If you are not satisfied with the outcome, you have the right to refer a dispute to the Financial Dispute Resolution Centre Ltd (“FDRC”). You can contact FDRC on +852 3199 5199, or by writing to:


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






CONTACT US  |  +852 3926 0600  |