All Countries
Compliance
Company Complaints Policy

Company Complaints Policy Template for Hong Kong

Create a bespoke document in minutes,  or upload and review your own.

4.6 / 5
4.8 / 5

Let's create your Company Complaints Policy

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.

Get your first 2 documents free

Your data doesn't train Genie's AI

You keep IP ownership of your information

Key Requirements PROMPT example:

Company Complaints Policy

"I need a Company Complaints Policy for our Hong Kong-based financial services firm that complies with SFC regulations and includes specific procedures for handling investment-related complaints, to be implemented by March 2025."

Celebrated by
Collaborations with
Investors
Document background
The Company Complaints Policy serves as a crucial governance document for organizations operating in Hong Kong, establishing standardized procedures for handling complaints from various stakeholders. This document becomes necessary when organizations need to ensure consistent, fair, and efficient complaint handling while maintaining compliance with Hong Kong's regulatory framework, including the Personal Data (Privacy) Ordinance, Trade Descriptions Ordinance, and industry-specific regulations. The policy typically includes detailed procedures for complaint receipt, investigation, resolution, and reporting, along with specific timeframes and responsibilities. It also addresses data protection requirements, record-keeping obligations, and escalation protocols, making it an essential tool for maintaining service quality and regulatory compliance.
Suggested Sections

1. Purpose and Scope: Defines the purpose of the policy and its application scope, including who can make complaints and what types of complaints are covered

2. Definitions: Clear definitions of key terms used throughout the policy, including what constitutes a complaint

3. Policy Statement: Company's commitment to handling complaints fairly, efficiently, and professionally

4. Principles of Complaints Handling: Core principles including accessibility, fairness, responsiveness, efficiency, and privacy

5. Roles and Responsibilities: Outlines who is responsible for different aspects of complaints handling

6. Complaints Procedure: Step-by-step process for how complaints are received, recorded, and handled

7. Timeline and Service Standards: Expected timeframes for acknowledging and resolving complaints

8. Escalation Process: Process for escalating unresolved complaints to higher levels of management

9. Record Keeping: Requirements for documenting and storing complaint records

10. Privacy and Confidentiality: How complainant information will be protected and handled

11. Review and Improvement: Process for reviewing and updating the complaints policy

Optional Sections

1. Industry-Specific Complaints Procedure: Additional procedures for regulated industries like financial services or healthcare

2. External Dispute Resolution: Information about external dispute resolution bodies for specific industries

3. Social Media Complaints Handling: Specific procedures for handling complaints received through social media channels

4. Staff Training Requirements: Detailed training requirements for staff handling complaints

5. Compensation Framework: Guidelines for when and how compensation may be offered to resolve complaints

6. Whistleblowing Procedure: Separate procedure for handling internal whistleblowing complaints

7. Multiple Language Support: Procedures for handling complaints in different languages

Suggested Schedules

1. Complaint Form Template: Standard form for recording complaints

2. Complaint Register Template: Template for maintaining a log of all complaints

3. Escalation Matrix: Detailed hierarchy and contact information for complaint escalation

4. Response Templates: Standard templates for acknowledging and responding to complaints

5. Complaint Categories: List of complaint categories and their definitions

6. Service Level Agreement: Detailed timeframes for different types of complaints

7. Regulatory Reporting Requirements: Templates and procedures for required regulatory reporting

Authors

Alex Denne

Head of Growth (Open Source Law) @ Genie AI | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

Linkedin in social icon imageX social icon image
alex.den.21@genieai.co
Clauses
Purpose and Scope
Definitions
Policy Statement
Confidentiality
Data Protection
Roles and Responsibilities
Complaint Handling Procedures
Timeframes and Service Standards
Documentation Requirements
Escalation Procedures
Investigation Process
Resolution and Remedies
Record Keeping
Reporting Requirements
Training and Development
Quality Assurance
Review and Improvement
External Reporting
Regulatory Compliance
Communication Standards
Access and Accessibility
Rights and Responsibilities
Appeals Process
Monitoring and Evaluation
Privacy Protection
Relevant Industries

Financial Services

Retail

Healthcare

Technology

Manufacturing

Professional Services

Education

Hospitality

Transportation

Real Estate

E-commerce

Telecommunications

Construction

Energy

Insurance

Relevant Teams

Customer Service

Compliance

Legal

Human Resources

Operations

Quality Assurance

Risk Management

Training and Development

Administrative Support

Front Office

Corporate Communications

Internal Audit

Customer Experience

Relevant Roles

Chief Executive Officer

Chief Operating Officer

Customer Service Manager

Compliance Officer

Quality Assurance Manager

Customer Experience Director

Operations Manager

Human Resources Director

Legal Counsel

Risk Manager

Branch Manager

Department Head

Customer Service Representative

Complaints Handler

Training Manager

Quality Control Supervisor

Front Desk Manager

Administrative Officer

Industries
Personal Data (Privacy) Ordinance (Cap. 486): Governs the collection, handling, and storage of personal data during the complaints process, ensuring complainant information is properly protected
Trade Descriptions Ordinance (Cap. 362): Relevant for handling customer complaints about misleading trade descriptions, false representations, and unfair trade practices
Employment Ordinance (Cap. 57): Important for handling employee grievances and ensuring the complaints procedure aligns with employment law requirements
Discrimination Ordinances: Including Sex Discrimination Ordinance, Disability Discrimination Ordinance, and Race Discrimination Ordinance - ensures complaints process is non-discriminatory and accessible to all
Companies Ordinance (Cap. 622): Provides the corporate governance framework within which complaint handling procedures must operate
Securities and Futures Ordinance (Cap. 571): Relevant if the company is in financial services, providing requirements for handling customer complaints in regulated activities
Consumer Council Ordinance (Cap. 216): Establishes framework for consumer protection and complaint handling standards that businesses should consider
Contract Law of Hong Kong: Relevant for handling complaints related to contractual obligations and remedies
Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

Find the exact document you need

Safe Agreement Venture Capital

A Hong Kong law-governed SAFE agreement providing investors with rights to future equity in a company, typically used for startup investment rounds.

find out more

Grievance Response Letter

A formal response to an employee grievance under Hong Kong law, documenting the investigation findings and proposed resolution.

find out more

Incidental Credit Agreement

A Hong Kong law-governed agreement establishing terms for credit extended incidentally to a primary transaction, compliant with local financial regulations.

find out more

Leadership Evaluation

A Hong Kong law-compliant framework for conducting systematic leadership evaluations and assessments within organizations.

find out more

Hospitality Risk Assessment

A Hong Kong-compliant risk assessment framework for hospitality establishments, covering operational safety, guest protection, and regulatory compliance.

find out more

Working Notice Of Termination

A Hong Kong-compliant employment termination notice specifying the working notice period and termination details as per the Employment Ordinance.

find out more

Workplace Violence Risk Assessment

A Hong Kong-compliant workplace violence risk assessment document that evaluates potential threats and establishes prevention and response protocols.

find out more

Gym Waiver

A Hong Kong law-governed liability waiver for fitness facilities, protecting gym operators while ensuring fair terms for members under local legislation.

find out more

Company Complaints Policy

A Hong Kong-compliant policy document establishing procedures and guidelines for managing customer and stakeholder complaints within an organization.

find out more

Police Declaration Form

A legally binding declaration form used for making official statements to the Hong Kong Police Force, governed by Hong Kong law and police regulations.

find out more

Office Lease Termination Letter

A formal notice under Hong Kong law to terminate a commercial office lease, specifying termination date and handover arrangements.

find out more

Civil Partnership Prenup

A Hong Kong-compliant prenuptial agreement for civil partnerships, establishing property rights and financial arrangements between partners.

find out more

Distributor Settlement Agreement

A Hong Kong law-governed agreement that terminates a distribution relationship and establishes settlement terms between supplier and distributor.

find out more

Work Contract Termination Letter

A Hong Kong-compliant formal letter terminating employment relationship, outlining termination terms and final arrangements.

find out more

Database Service Level Agreement

A Hong Kong law-governed agreement defining database service levels, performance metrics, and operational standards between service providers and clients.

find out more

Uniform Household Goods Bill Of Lading

A standardized shipping document under Hong Kong law for the transportation of household goods, serving as a receipt, contract of carriage, and document of title.

find out more

Download our whitepaper on the future of AI in Legal

By providing your email address you are consenting to our Privacy Notice.
Thank you for downloading our whitepaper. This should arrive in your inbox shortly. In the meantime, why not jump straight to a section that interests you here: https://www.genieai.co/our-research
Oops! Something went wrong while submitting the form.

Genie’s Security Promise

Genie is the safest place to draft. Here’s how we prioritise your privacy and security.

Your documents are private:

We do not train on your data; Genie’s AI improves independently

All data stored on Genie is private to your organisation

Your documents are protected:

Your documents are protected by ultra-secure 256-bit encryption

Our bank-grade security infrastructure undergoes regular external audits

We are ISO27001 certified, so your data is secure

Organizational security

You retain IP ownership of your documents

You have full control over your data and who gets to see it

Innovation in privacy:

Genie partnered with the Computational Privacy Department at Imperial College London

Together, we ran a £1 million research project on privacy and anonymity in legal contracts

Want to know more?

Visit our Trust Centre for more details and real-time security updates.

Read our Privacy Policy.