Client Claim - Asia Pacific
Client satisfaction is essential to Societe Generale.
If you are dissatisfied with our product and service, you may lodge a complaint by:
- approaching your usual contact at Societe Generale; or
- using the contact us form
You should also refer to the complaint handling procedure in each of the locations below:
Australia
We will acknowledge receipt of your complaint within 7 business days. An interim or substantive response will be provided within 45 days. In any case, a substantive response will be provided within two months.
If you consider that your complaint has still not been sufficiently addressed, you may lodge a complaint with the Australian Financial Complaints Authority Limited.
China
Complaints must be lodged through the following channels:
- Customer Care Hotline: 400-8888-770;
- Complaint mailbox: cn-complaint@socgen.com.cn
We will acknowledge receipt of your complaint within 1 working day. A substantive response will be provided within 15 calendar days. For complaints in complex situations, the substantive response will be provided within 30 calendar days. For complaints in very complex situations or with special reasons, the substantive response will be provided within 60 calendar days. The extended time-limit and explanation will be notified to the complainant through channels including text messages, e-mail and letter.
If you consider that your complaint has still not been sufficiently addressed, you may lodge a complaint with authorities as appropriate. They include:
- The People’s Bank of China (PBOC) hotline 12363 for Protection of Consumer Rights on Financial Products or Services;
- Complaint platform of local PBOC;
- Other regulators (such as the China Banking and Insurance Regulatory Commission and State Administration of Foreign Exchange), authorities (such as the State Administration for Industry and Commerce) and organizations (such as the Consumer’s Association)
Hong Kong
Complaints may also be lodged to the complaint officer of Societe Generale Hong Kong branch or of SG Securities (HK) Limited (contact information on the respective websites of the Hong Kong Monetary Authority and of the Securities and Futures Commission).
We will acknowledge receipt of your complaint within 7 calendar days. If a substantive response cannot be provided within 30 calendar days, we will provide an explanation of the reason for the delay and the expected date of providing a substantive response within 30 calendar days. In any case, a substantive response will be provided within 60 calendar days.
If you consider that your complaint has still not been sufficiently addressed, you may lodge a complaint with the Hong Kong Monetary Authority, the Securities and Futures Commission, and/or the Financial Dispute Resolution Centre as appropriate.
India
For client of Societe Generale India Branch
Complaints may also be lodged through the following channels:
- Complaint mailbox: sgindia.ccare@socgen.com;
- Relationship Manager of Mumbai Branch or Branch Head of New Delhi Branch;
- Complaint officer of Societe Generale
We will acknowledge receipt of your complaint within 7 calendar days. A substantive response will be provided within two weeks.
If you consider that your complaint has still not been sufficiently addressed, you may lodge a complaint with the Ombudsman as appropriate.
| Ombudsman | Relationship Manager (Mumbai) / Branch Head (New Delhi) | Complaint officer of Societe Generale | |
| Mumbai Branch | Reserve Bank of India Tel.: 23022028 | Peninsula Business Park, 19th Floor, Tower A, Ganpatrao Kadam Marg, Lowe Parel, Mumbai 400 013 Tel.: +91 22 6630 9500 | Peninsula Business Park, 19th Floor, Tower A, Ganpatrao Kadam Marg, Lowe Parel, Mumbai 400 013 Tel.: +91 22 6630 9500 Email: list.in-br-cpl@socgen.com |
| New Delhi Branch | Reserve Bank of India Tel.: 23715393 | Office No 202, 2nd Floor, Tower B, World Mark 1, Aero City, NH-8, New Delhi, Delhi 110037 Tel.: +91 11 4350 3000 |
For client of SG Securities India
Complaints must be lodged through the following channels:
- Complaint mailbox: mmb-sg-customercare@sgcib.com;
- Compliance officer designated for Societe Generale Securities India Pvt. Ltd
We will acknowledge receipt of your complaint within 7 calendar days. A substantive response will be provided within 30 calendar days.
If you consider that your complaint has still not been sufficiently addressed, you may lodge a complaint with the Exchanges or Securities & Exchange Board of India (SEBI) as appropriate.
| Telephone | Website | ||
| Compliance officer | arvind.dhoot@sgcib.com | +91 22 6618 1602 | n/a |
| BSE | is@bseindia.com | 022-22728097 | www.bseindia.com |
| NSE | ignse@nse.co.in | 1800 22 0058 | www.nseindia.com |
| SEBI | n/a | 1800 22 7575 1800 266 7575 | scores.gov.in |
South Korea
For client of Societe Generale Seoul Branch
Complaints may also be lodged to the complaint officer of Societe Generale Seoul Branch (contact information on the website of Financial Supervisory Services).
We will acknowledge receipt of your complaint within 10 working days. A substantive response will be provided within 2 months.
If you consider that your complaint has still not been sufficiently addressed, you may lodge a complaint with the Financial Supervisory Services as appropriate.
For client of SG Securities Korea Co., Ltd.
We will acknowledge receipt of your complaint within 10 working days. A substantive response will be provided within two months.
If you consider that your complaint has still not been sufficiently addressed, you may lodge a complaint with the Financial Consumer Service Center.
Singapore
We will acknowledge receipt of your complaint within 10 working days. A substantive response will be provided within two months.
If you consider that your complaint has still not been sufficiently addressed, you may seek legal redress or lodge a complaint with the Monetary Authority of Singapore.
Taiwan
For client of Societe Generale Taipei Branch
Complaints may also be lodged to the Compliance department of Societe Generale Taipei Branch (contact information on the website of the Financial Supervisory Commission, Banking Bureau).
We will acknowledge receipt of your complaint within 10 working days. If a substantive response cannot be provided within 30 calendar days, we will provide an explanation of the reason for the delay and the expected date of providing a substantive response within 30 calendar days. In any case, a substantive response will be provided within two months.
If you consider that your complaint has still not been sufficiently addressed, you may lodge a complaint with the Financial Supervisory Commission, Banking Bureau and/or the Financial Ombudsman Institution as appropriate.
For client of SG Securities Taipei Branch
We will acknowledge receipt of your complaint within 10 working days. If a substantive response cannot be provided within 30 calendar days, we will provide an explanation of the reason for the delay and the expected date of providing a substantive response within 30 calendar days. In any case, a substantive response will be provided within two months.
If you consider that your complaint has still not been sufficiently addressed, you may lodge a complaint with the Financial Supervisory Commission, the Taiwan Stock Exchange, and/or the Financial Ombudsman Institution as appropriate.