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If you have a monetary dispute with your financial institution, instead of taking your complaint to the court system which is deemed more costly and time-consuming, please consider resolving your dispute through the mediation and arbitration services at the Financial Dispute Resolution Centre ("FDRC").

What is the FDRC?

The FDRC is a non-profit organisation which administers a Financial Dispute Resolution Scheme ("FDRS") in an independent and impartial manner to resolve financial disputes between individual customers and financial institutions by way of "mediation first, arbitration next".

All the financial institutions authorised by the Hong Kong Monetary Authority and/or licensed by the Securities and Futures Commission (except those providing only credit rating services) are members of the FDRS. As members of the FDRS, they agree to abide by the FDRC Terms of Reference and to follow the procedures and processes prescribed by the FDRC for the FDRS. If a monetary dispute cannot be resolved by the financial institution with their customers directly after receiving a written complaint, the consumer may apply to the FDRC to resolve the dispute. If the application is accepted by the FDRC, the consumer and the financial institution will enter into mediation and arbitration (as necessary) to resolve the dispute.

Who are Eligible Claimants?

Individuals or sole proprietors who:

  • had/have a customer relationship with a member of the FDRS; or
  • have been rendered any financial services by any member of the FDRS.

What is an Eligible Dispute?

An Eligible Dispute is one which:

  • involves an Eligible Claimant and an financial institution (which is a member of the FDRS);
  • is of a monetary nature;
  • involves a claim of HK$500,000 or less (including any interest on any amount alleged to be a loss) or its foreign currency equivalent;
  • has filed a written complaint to the relevant member of the FDRS but still cannot resolve the dispute within 60 days; and
  • the application for the FDRS services is lodged within 12 months from the date of purchase of the financial service or the date on which the claimant first had knowledge of his/her loss.

Dispute Resolution Process


Mediation is a structured process comprising one or more sessions in which one or more impartial mediators, without adjudicating a dispute or any aspect of it, assists the parties involved in the dispute to identify the issues in dispute, explore and generate options, communicate with one another and reach an agreement.

Advantages of Mediation:

  • Focus on Interests
  • Informed Decision
  • Flexible
  • Consensual
  • Confidential
  • Efficient and Effective


Arbitration is a private and confidential dispute resolution process whereby an impartial arbitrator acts as an umpire to decide the dispute based on the merits of each party's case.

Advantages of Arbitration

  • Relatively Fast
  • Confidential
  • Final and Binding Award

Case Studies

  1. Typical Dispute Features in Bancassurance Products
  2. Humanistic approach creates win-win solutions

Enquiry or Claim :

Hotline: 3199 5199
Address: Unit 3701-04, 37/F, Sunlight Tower, 248 Queen's Road East, Wan Chai, Hong Kong

Source: The Financial Dispute Resolution Centre