Resolving banking disputes in Hong Kong: towards a client-centric approach

Law, S. ORCID: https://orcid.org/0000-0002-5231-2845 (2024) Resolving banking disputes in Hong Kong: towards a client-centric approach. Hong Kong Lawyer.

Abstract/Summary

Clients’ trust and confidence come from their ability to witness how processes are handled. This is important because the perception of otherwise highly credible internal complaint handling systems can be dampened when banks adjudicate their own disputes based on the bank-client contracts predominantly drafted by banks whilst disputes usually arise out of the contractual scope. Providing more information helps banks prevent disputes, establish supervisory triggers, and facilitate communication.