Complaints Policy

1. Introduction

1.1 We are committed to providing a fair and transparent platform. This Complaints Policy explains how we handle complaints.

1.2 This Policy forms part of our Terms of Use.

2. Making a Complaint

2.1 If you have a complaint, please contact us at complaints@findit.hk with the following information:

• (a) Your name and Account details;
• (b) A clear description of the complaint;
• (c) Any supporting evidence;
• (d) The resolution you are seeking.

3. Our Process

3.1 We will:

• (a) Acknowledge your complaint within 5 business days;
• (b) Investigate the complaint promptly and fairly;
• (c) Provide a response within 15 business days (or longer if the complaint is complex);
• (d) If we cannot resolve the complaint to your satisfaction, we will explain why and suggest next steps.

4. Escalation

4.1 If you are not satisfied with our response, you may escalate the matter to:

• (a) The Hong Kong Privacy Commissioner for Personal Data (for privacy-related complaints);
• (b) The Hong Kong Consumer Council (for consumer-related complaints);
• (c) The courts of Hong Kong.