Resolving Your Complaint

Our mission

Charles Schwab Hong Kong strives to ensure your satisfaction with our services and will do our best to make it right for our clients. Schwab Hong Kong shall attend the matter and use its best effort to resolve it amicably with you.

Our complaint process 

You may give us feedback or lodge your complaints through different channels: 

  • Email us through our online channel here.  
  • Call us at +852 2101 0500
  • Mail to us by sending mail to:

               Complaint Officer
               Charles Schwab Hong Kong
               Unit 3401, 34/F, The Gloucester Tower, 
               The Landmark, 15 Queen’s Road Central, 
               Central, Hong Kong

Getting back to you

We'll acknowledge your complaint within 7 business days and, in most cases, resolve your concerns when we contact you. Occasionally, we might have to investigate your complaint further, but we aim to resolve your issue within two months, whenever possible. 

If you're not satisfied

You shall have the right to make complaints to the Financial Dispute Resolution Centre Ltd. (FDRC) if we fail to address your concern.