How do I make a complaint ?

Our goal is to provide customers with a service that's fair, transparent, and satisfactory.

We will uphold this commitment in all of our communication with you, and in all our business activities as per our Terms and Conditions. If this is not the case, we commit to rectify the situation as fit.

The Company commits to collaborate with all the relevant law enforcement and/or government authorities.

Not satisfied with the support received? Escalate your concerns as a formal complaint.

We are sorry that we have not met your expectations. We take all complaints seriously and we are committed to solving customer complaints. This gives us an opportunity to review and improve our product and services.

To submit a complaint, please fill in the form below with the following required information:

  • Your full name
  • Your business name
  • Your phone number (if you are a register user, use a phone number linked to your Aspire Business Account)
  • Your email address (if you are a register user, use an email address linked to your Aspire Business Account)
  • The date when the issue(s) happened
  • Details of your complaint(s) and the expected resolution for your complaint(s)

Please ensure to include the key details of your complaint(s). Complaint(s) will be investigated based on the exact scope of your complaint. Any further questions will be considered as a new complaint.

If you wish to include any form of media content such as images and video, please share them with us after we have reached out to you via email.

After submitting your complaint, we will:

  • Acknowledge your complaint within 1 business day
  • Ask you for more information if applicable
  • Investigate your complaint
  • Provide you with our final response

We will provide you with a final response within 30 days following the day that we received your complaint. We will keep you updated during the investigation process. In exceptional circumstances where we take longer than 30 business days, we will notify you of this and provide the reasons for the delay in addition to when we expect to resolve your complaint.

Our final response concludes the outcome of your complaint and the actions we have taken. We may offer you compensation or goodwill gestures when appropriate.

What if I’m not happy with the response?

If you are not happy with our final response, you may contact the Hong Kong Monetary Authority (HKMA) at their website here after we have provided you with our final response.