Complaints Handling

Complaints Handling Procedure

Suprema Salus Limited is committed to maintaining and enhancing our reputation for delivering professional and reliable financial services. We place great importance on customer satisfaction and are dedicated to responding to and resolving complaints promptly, fairly, and transparently through our internal Complaints Handling Procedure.

Customers may submit complaints either verbally or in writing.

We aim to resolve all complaints within 45 days. Some complaints may be resolved sooner depending on their nature and complexity. If a complaint cannot be resolved within this timeframe, we will inform you of the reason for the delay and provide an estimated timeframe for resolution.

Contact Details

If you wish to submit a complaint, please contact us through the following channels:

Suprema Salus Limited

Address

FLAT/RM 1210A, 12/F

Suite 12A, Cheung Sha Wan Plaza Tower 2

833 Cheung Sha Wan Road

Hong Kong

Email

compliance@supremasalus.com

Phone

+852 5808 0156

Complaints Handling Process

1. Acknowledgment and Initial Review

Upon receiving your complaint, a member of our team or an appointed manager will acknowledge receipt and begin an initial review of the matter. We may contact you to discuss the details and clarify the issues raised.

2. Information Gathering

Where necessary, we may request additional information or supporting documentation to assist with the investigation of your complaint. You may provide relevant information verbally or in writing, and we will confirm the details with you.

3. Investigation

An internal investigation will be conducted based on the information provided.

During the investigation process:

  • Relevant internal records will be reviewed
  • Appropriate personnel may be consulted
  • Additional information may be requested from you if required

We will keep you informed of the progress where appropriate.

4. Resolution

Once the investigation is completed, we will communicate the outcome of the complaint. The resolution may include one of the following outcomes:

  • Acceptance of the complaint and provision of an appropriate remedy
  • Provision of a remedy without admission of liability
  • Rejection of the complaint with a clear explanation of the reasons

5. Remedies

Where the investigation determines that Suprema Salus Limited is responsible for the issue, we may provide appropriate remedial actions. These may include:

  • Correction of the issue
  • Service adjustments
  • Financial compensation where appropriate
  • A formal apology