At JZ Gold , we treat every client’s feedback as a driving force for improvement. If you have any dissatisfaction with or suggestions regarding our services, products, or trading experience, we are committed to handling your complaint in a fair, transparent, and efficient manner.
Step 1: Contact Us (Internal Handling)
If you have any questions, please first contact our Customer Service Department through the following channels. We will promptly record your case and have it followed up by a dedicated staff member:
- Online Customer Service : Please click the "Contact Customer Service" icon on the right side of the official website
- Customer Service Email : cs@jz-gold.com (please state your account number and contact phone number)
- Complaint Hotline : +852 28180080
Handling Timeframe : We will acknowledge receipt of your case within 2 business days and aim to provide within 7 business days an initial investigation result or proposed solution.
Step 2: Escalated Review
If you are not satisfied with the initial response, your case will be escalated to our Head of Compliance for an independent review. We will re-examine all transaction records and communications to ensure the process is fair and impartial.
Step 3: Third-Party Mediation Protection
JZ Gold is committed to resolving all disputes internally. However, if the final outcome still does not satisfy you, or if both parties cannot reach a consensus, as part of Hong Kong’s financial system you may seek external legal and professional assistance.
Clients have the right to contact the Financial Dispute Resolution Centre (FDRC) . The FDRC is an independent non-profit organisation that provides a “mediation first, arbitration next” service for financial institutions and their clients, helping both parties resolve monetary disputes fairly outside the courts.
- FDRC Website : www.fdrc.org.hk
Our Commitment
- Listen Honestly : We never ignore any feedback.
- Privacy Protection : All complaint details are kept strictly confidential and used only for internal review.
- Continuous Improvement : Every complaint you make is an important reference for us to improve our systems and services.