Complaints policy

Statement of policy

We are committed to providing a competitive and efficient service, built on the company value - "People First". It means we deal with everyone - client, supplier, partner or employee - fairly and transparently.

We believe in employing well-trained and dedicated staff and the intelligent use of technology to help us achieve this.

Unfortunately, there may be occasions when we fall below the standards you expect, and we have simple, clear procedures in place to set out how we will deal with any complaints you may have about the service you have received.

You can make a complaint by a means that is convenient for you - for example, letter, fax, email, telephone or in person, to any member of our staff, although it may be easier for you to contact your usual dealer.

The quickest way is to email: [email protected]. This email address is monitored during China - Hong Kong office hours and will ensure that we can begin investigating your complaint as soon as possible.

The complaint will be recorded on our systems, and the person handling it will respond in writing by post or email.

We will start investigating your complaint as soon as possible and aim to resolve the matter as quickly as we can, keeping you regularly informed of our progress. In our final response, we will explain our assessment of the complaint to you, along with any remedial action or redress. We will also take measures to improve any systems or processes where necessary.

Our contact details are:

Complaints
World First Asia Limited

20/F, Tower One, Times Square,

1 Matheson Street,

Causeway Bay,

Hong Kong

Telephone: +86 400 976 6666
Email: [email protected]