Complaints

We take complaints seriously and maintain a documented escalation process for institutional concerns relating to onboarding, service quality, communications, or compliance handling.

Complaints should be submitted in writing to contact@emlofinancialservices.com with the company name, relevant transaction or onboarding reference, and a summary of the issue. We aim to acknowledge complaints within five Hong Kong business days and provide a substantive response within 30 calendar days where the matter can be reviewed from available information. Complex cases may require additional time, further documents, or escalation to a bank, partner, regulator, or law-enforcement authority.