RESOLVING YOUR COMPLAINT
LiquidityTech Limited - Suite 2808, 28/F, 8 Connaught Place, Two Exchange Square, Central, Hong Kong
Hotline and email
Phone: (852) 62969616
Office hours: Monday to Friday from 10:00 a.m. to 7:00 p.m.
Email: [email protected].
Getting back to you
LiquidityTech Limited ("LTP HK") will acknowledge your complaint in writing within 7 calendar days of receipt and aim to provide a written response to you within 30 calendar days, detailing the findings and resolution. In case we need to investigate further, our staff will endeavor to advise you of the progress and provide a final response within 60 days. While we might need more time to attend to the matter in some occasions, we shall keep you informed.
Communication Channel
LTP HK will follow up with you by different channels, for example, call, email, letter or via the same channel that you used when you sent us your complaint. If you would like to choose other communication channel in relation to the handling of your complaint, or need further help, please call us on +852 62969616 or [email protected].
Handling your complaint
Your complaint will be dealt with in total confidence by employees with the appropriate experience and authority, and who are not directly involved in the issue. If a complaint is raised by a third party, we will get back to you to protect your privacy. LTP HK will offer appropriate redress if your complaint is upheld, but this will not necessarily involve financial compensation.
If you're not satisfied...
You can ask for your case to be reviewed by management at a higher level within LTP HK, if you are dissatisfied with our decision.
If you are not entirely satisfied with the way we have handled your complaint, you have the right to refer the matter to the Securities and Futures Commission ("SFC"), address: 54/F, One Island East, 18 Westlands Road, Quarry Bay, Hong Kong (hotline: (852) 2231 1222; website: www.sfc.hk/en/). For monetary disputes, you may refer your case to the Financial Dispute Resolution Centre ("FDRC"), address: Room 408-409, 4/F, West Wing, Justice Place, 11 Ice House Street, Central, Hong Kong (hotline: (852) 3199 5199; website: www.fdrc.org.hk).
LTP HK will fully co-operate with the SFC and FDRC in the handling of complaints.