Complaints Policy

Introduction

We handle every complaint with fairness, transparency, and speed. If you are dissatisfied with our foreign exchange, remittance, or customer services, we are committed to investigating and resolving your concern objectively.

How to Reach Us

• Email: accounts@aerapass.com
• Phone: +852 5801 0003

Complaints

Our Investigation Process

Independent Review. To guarantee fairness, your complaint is routed directly to our Compliance Officer or Accounts Team. We ensure the investigation is completely separated from the specific employees or services involved.

Statutory Compliance. All investigations and disclosures adhere strictly to the Anti-Money Laundering and Counter-Terrorist Financing Ordinance (Cap. 615) of Hong Kong S.A.R. Where statutory obligations restrict the specific operational details we can disclose, we will notify you of the resolution status to the maximum extent permitted by law.

Transparent Updates. We will keep you informed of our progress at every stage. We assess every complaint on its own merits and work flexibly to minimize formalities.

Clear Justification. Our final response will plainly explain the reasons behind our decision, the steps we took to investigate, and any corrective actions implemented.

Alternative Avenues. If you are unsatisfied with our final decision, you may refer your issue to external Hong Kong bodies such as the Hong Kong Consumer Council for general commercial or service quality disputes if you have an individual account with us; or the Customs and Excise Department for concerns regarding regulatory compliance.

Continuous Improvement. Complaint trends are analysed by senior management to identify operational bottlenecks, refine risk management controls, and upgrade our service delivery.