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Complaints policy

Statement of policy

World First is 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 World First staff, although it may be easier for you to contact your usual dealer.

The quickest way is to email: complaints.asia@worldfirst.com. This email address is monitored during 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
Room 3003-3008 30F Ace Tower />Windsor House 311 Gloucester Roadt
Causeway Bay
Hong Kong

Telephone: +852 3959 4800
Email: complaints.asia@worldfirst.com