FDRC 2018 Annual Report

Annual Report 2018 年度報告 27 Dispute Resolution Services 排解爭議服務 COMPLAINTS 投訴 Nature of Complaints about Financial Products and Services 金融產品及服務之投訴 Among the 955 enquiries received, 573 were related to complaints about financial products and services. Among which, 206 were about Investments (3) , 90 were about Liabilities (4) , 184 were related to Insurance (5) , 28 were about Assets (6) and 54 were on others (7) , while 11 could not be classified. 在接獲的 955 個查詢當中， 573 宗與金融產品及服務的投訴有關。當中， 206 宗關於投資 (3) ， 90 宗涉及債務 (4) ， 184 宗為保 險 (5) ， 28 宗與資產相關 (6) ， 54 宗則為其他產品 (7) ，其餘 11 宗則未能分類。 (3) “Investments” include bonds, commodities, derivatives, unlisted structured products and FX/leveraged FX trading, shares/equities/stocks, and unit trusts/mutual funds/managed funds. 「 投資 」包括債券、商品、衍生工具、非上市結構性產品、外匯買賣╱槓桿式外匯買賣、股票及單位信託╱互惠基金╱管 理基金等。 (4) “Liabilities” include credit cards, loan facilities and mortgages. 「 債務 」包括信用卡、貸款及樓宇按揭等。 (5) “Insurance” includes investment-linked products, life (non-investment-linked) products, general and group insurance policies. 「 保險 」包括投資相連保險產品、人壽保險產品（ 非投資相連 ）、一般保險及團體保單等。 (6) “Assets” include integrated bank accounts, cheques, safe deposit boxes, savings and deposits, and stored value cards provided by financial institutions. 「 資產 」包括綜合銀行賬戶、支票、保險箱、儲蓄和存款、以及由金融機構提供的儲值卡等。 (7) “Others” include Mandatory Provident Fund Schemes, Occupational Retirement Schemes, payments and cash management, and other investment products. 「 其他 」包括強積金計劃、職業退休計劃、付款和現金管理、以及其他投資產品。 Prima Facie Ineligible Disputes 根據表面資料被列為不符合資格的爭議 Among the 573 complaints in relation to financial products and services, a total of 487 was classified as prima facie ineligible disputes under the Intake Criteria of the ToR in force at the time. The three major reasons for ineligibility were: • Enquirer’s knowledge of monetary loss exceeded the limitation period • The disputes involved organisations which were not members of the FDRS • Claim amount exceeded the maximum claimable amount 在 573 宗與金融產品及服務有關的投訴中，根據當時適用的《 職權範圍 》的《 個案受理準則 》，共 487 宗投訴屬在表面資 料上被列為不符合條件的爭議。未能符合資格的爭議其中三個主要原因為： • 查詢者知悉蒙受金錢損失超過時效期限 • 爭議涉及的機構並非調解計劃成員 • 申索額超過最高申索金額