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

China

Hong Kong

India

Japan

South Korea

Singapore

Taiwan

Thailand


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:

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.

 OmbudsmanRelationship Manager (Mumbai) / Branch Head (New Delhi)Complaint officer of Societe Generale
Mumbai Branch

Reserve Bank of India 
4th Floor, RBI Byculla Office Building, Opp. Mumbai Central Railway Station, Byculla, Mumbai-400 008 
STD Code: 022 

Tel.: 23022028 
Fax: 23022024 
Email: cms.bomumbai1@rbi.org.in

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 
Sansad Marg, New Delhi    STD Code: 011 

Tel.: 23715393 
Fax: 23765234 
Email: cms.bonewdelhi3@rbi.org.in 

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: 

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. 

 EmailTelephoneWebsite
Compliance officer arvind.dhoot@sgcib.com+91 22 6618 1602n/a
BSEis@bseindia.com022-22728097www.bseindia.com
NSEignse@nse.co.in1800 22 0058www.nseindia.com
SEBIn/a1800 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.


Thailand

Complaints may also be lodged to the complaint officer of SG Securities (Thailand) Limited. 

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 Securities and Exchange Commission, Thailand and/or the Stock Exchange of Thailand as appropriate.