Complaints against Licensed Money Lenders

Complaints against Licensed Money Lenders to the Companies Registry

The Money Lenders Section of the Companies Registry is responsible for processing applications for money lenders licences, renewal of licences and endorsement on licences; as well as maintaining a register of money lenders for inspection by members of the public.

The Money Lenders Section will investigate complaints relating to alleged non-compliance with the Licensing Conditions (except the Licensing Conditions enforced by the Hong Kong Police Force).

Complaints against licensed money lenders may be made with:

Companies Registry (Money Lenders Section)
Address:	13th floor, Queensway Government Offices, 66 Queensway, Hong Kong
Telephone:	(852) 2867 2634
Email:	mlu@cr.gov.hk
Fax:	(852) 2530 9001

All complaints received by the Money Lenders Section will be dealt with expeditiously and replies will be given within 10 calendar days after receipt of complaints. For complicated cases which require detailed investigation, an interim reply will be given.

Complaints against Licensed Money Lenders to the Hong Kong Police Force

For complaints relating to improper debt collection practices and harassment during debt collection process, please report to the nearby police station.

For case involves suspected breach of the Money Lenders Ordinance (Chapter 163 of the Laws of Hong Kong) and/or non-compliance of the Licensing Conditions enforced by the Hong Kong Police Force, the Money Lenders Section will refer the case to the Hong Kong Police Force, Licensing Office (Money Lenders Licensing Section) for follow-up action.

Hong Kong Police Force, Licensing Office (Money Lenders Licensing Section)
Address:	12th floor, Arsenal House, Police Headquarters, 1 Arsenal Street, Wan Chai, Hong Kong
Telephone:	(852) 2860 3574
Fax:	(852) 2200 4514

Complaints against Licensed Money Lenders to the Money Lenders Direct

You may also contact the licensed money lenders direct to lodge a complaint.

All licensed money lenders have provided their telephone hotlines for handling complaints which can be found HERE.

Pursuant to Licensing Condition 12 of the Money Lenders Licence, all licensed money lenders must establish proper and effective procedures to ensure the proper handling of customers’ complaints and that appropriate remedial actions are taken.

The complaint handling mechanism of licensed money lenders should be:
(a)   comprehensive in their coverage;
(b)   transparent, accessible and affordable to customers;
(c)   fair and impartial for all parties concerned;
(d)   timely and efficient, with appropriate and measurable service pledge or
performance standards;
(e)   consistent approaches for the provision of redress; and
(f)    able to reflect customer feedback and issues of concerns.

Licensed money lenders should also ensure that all their staff members, agents, appointed third parties and other persons acting for them who deal with intending borrowers or borrowers are aware of the complaint procedures and are able to provide customers with correct information about the procedures.

Complaints against Other financial institutions

Authorized institutions under the Banking Ordinance (Chapter 155 of the Laws of Hong Kong) (including banks, restricted licence banks and deposit-taking companies) are regulated by the Hong Kong Monetary Authority. Complaints against these financial institutions should be made directly to the regulatory authority instead.

	Chrome On the Page menu, select Zoom, then Larger.
	Firefox On the View menu, select Zoom, then Zoom In. Or you may click on the Menu icon and select + or - to make the text size bigger or smaller.
	Internet Explorer / Edge On the View menu, select Text Size, then Largest. Or you may click on the IE Settings icon, select Zoom, then choose a percentage or click Zoom In.
	Opera On the View menu, select Zoom. Then choose a percentage.
	Safari On the View menu, select Make Text Bigger.