Unfair bank fee?
How to get it waived, refunded or complain
You open your statement and see a fee you did not expect. This page explains which type of bank fee it is, what your rights are, how to call and ask for a waiver, and how to make a formal complaint.
Found a fee you don’t understand?
You can ask your bank to waive or refund it. If that fails, you can make a formal complaint.
Jump to bank customer service and complaint contacts
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- Independent, not affiliated with any bank
- Contacts taken from banks’ official websites
Common bank fees
Most people don’t mind paying. They just want to know what they are paying for. Check the fees on your statement:
| Fee type | What it is |
|---|---|
| Low-balance fee | Charged when your balance falls below the level the bank sets |
| Account maintenance / service fee | A regular fee charged on some accounts |
| Credit card annual fee | A yearly fee for holding a credit card |
| Late payment fee | Charged when the minimum payment is not made by the due date |
| Overseas / foreign currency transaction fee | Charged when you pay in a foreign currency or with an overseas merchant |
| Dormant account fee | Charged after an account with no activity for a long time is classed as dormant |
Fee amounts and conditions follow each bank’s latest fee schedule.
What are your rights?
The Code of Banking Practice, issued by the Hong Kong Association of Banks, sets clear rules on bank fees:
Section 6.1
Fee schedules must be public
Banks should display their standard fees and charges at their main office and branches, and provide them on request. Banks with internet banking should also put the schedule on their website.
Section 6.3
30 days’ notice before fee changes
Banks should give affected customers at least 30 days’ notice before changing the level of a fee or how it is calculated.
Section 6.7
14 days’ notice before the first dormant account fee
Banks should give you 14 days’ notice before a fee is first charged on a dormant account.
Section 29.15
No annual fee on cards you never activated
Card issuers should not charge annual fees on credit cards (principal or supplementary) that the cardholder has not activated.
Key point: if the bank charged you without advance notice, or charged an annual fee on a card you never activated, you have a strong case for a refund.
How to ask for a bank fee waiver or refund
First, choose the right route:
Call customer service
- Best for
- First-time or one-off fees, when you want to try asking by phone
- What to expect
- Quick and simple
- Next
- If it doesn’t work, write in
Write to the complaints team
- Best for
- Your phone request was refused, the amount is large, or you think the bank did not give proper notice
- What to expect
- Creates a formal record. Under Section 13.4 of the Code of Banking Practice, banks should acknowledge a complaint within 7 days and respond within 30 days; a full response should normally not take more than 60 days
- Next
- You need the bank’s final written reply before applying to the FDRC
1. Get your details ready
Have your statement, the fee date and amount, the last four digits of your account number, and how long you have banked with them.
2. Check the fee schedule
Find the bank’s official fee schedule in the contact table below. Check whether the fee is listed and when it took effect.
3. Call and ask for a waiver
Be polite and direct. You can use this script:
“Hi, my name is [name]. A [fee name] was charged to my account on [date] and I’d like to ask about it. I’ve banked with you for [years] and always paid on time. This happened because [reason, e.g. I never received notice of this fee]. Could you please waive or refund it? Thank you.”
4. If the first staff member says no
No need to argue. You can say:
“I understand you may not be able to approve this. Could you refer it to a supervisor or the relevant team? Can I also have a reference number for this call? If it still isn’t possible, I’ll make a formal complaint in writing.”
5. Make a formal written complaint
If the call doesn’t work, use the template below to write to the bank’s complaints team, with supporting documents.
6. Keep records
Note the call date, the staff member’s name or ID and the reference number. Keep every email and letter.
Bank customer service and complaint contacts
Want to ask for a waiver or complain directly? Find your bank below and tap to call or email.
Last verified: 2026-09-26
| Bank | Customer service hotline | Complaint line / email | Online complaint form | Official fee schedule |
|---|---|---|---|---|
| HSBC 滙豐 | Via (852) 2233 3000 or the online form | Complaint form | Fees | |
| Hang Seng 恒生 | (852) 2822 0228Language: press 1 for Cantonese, 3 for English | Hang Seng website › Contact Us › Feedback | Fee guide | |
| Bank of China (Hong Kong) 中銀香港 | Online enquiry form | General service charges | ||
| Standard Chartered 渣打 | Online form | Service charges | ||
| Citibank 花旗 | Email clientservice.cbhk@citi.com directly | Fees and charges | ||
| DBS 星展 | Enquiry or feedback form | Rates and fees | ||
| BEA 東亞 | Online enquiry form | Deposit charges | ||
| ICBC (Asia) 工銀亞洲 | Via email or hotline | Service charges | ||
| Bank of Communications 交通銀行 | Write to us | Fee schedule | ||
| Dah Sing 大新 | Email us | Bank service charges | ||
| CCB (Asia) 建行亞洲 | Download feedback form | Terms and fees | ||
| OCBC 華僑銀行 | Enquiry / feedback form | Personal banking charges | ||
| ZA BankVirtual bank | Feedback form | Fees and charges guide | ||
| MoxVirtual bank | Live chat in the Mox app | Fees and charges | ||
| WeLab BankVirtual bank | wecare@welab.bankGeneral enquiries email | Via email or hotline | General service charges | |
| liviVirtual bank | Via email or hotline | Service charges |
Tip: Before complaining, open the official fee schedule to check whether the fee is listed and when it took effect. If it isn’t listed, or you got less than 30 days’ notice, mention this in your complaint.
Listed in no particular order. Source: each bank’s official website.
Spotted an error? Email cs@rightlyhk.com and let us know.
Bank fee complaint letter template
Replace the [ ] parts with your details, then send it to the complaint email or online form above.
Subject: Formal complaint and refund request – [fee name] (account ending [XXXX]) To the Complaints Team, [bank name]: I am a customer of your bank, account ending [XXXX]. On [date], you charged me [fee name] of [amount]. I believe this fee is unfair because [e.g. I did not receive 30 days’ notice / the credit card was never activated / this is the first occurrence]. I called your customer service hotline on [date] to ask for a waiver (reference number [number]), but the request was not accepted. I request that you [waive / refund in full] this fee and reply in writing within 30 days, in line with the Code of Banking Practice. Attachments: [statement copy, call records, etc.] [Name] [Phone] [Date]
Bank won’t help? How to escalate
- 1
Hong Kong Monetary Authority (HKMA)
You can complain to the HKMA if:
- The bank refuses to handle your complaint
- The bank handles your complaint unfairly
- The bank gives no final reply within 30 days of receiving it
- You are not satisfied with the bank’s reply
- You believe the bank’s practices or staff conduct harmed your interests
Note: the HKMA does not arbitrate disputes between banks and customers, and does not order banks to pay compensation.
How to complain: email bankcomplaints@hkma.gov.hk.
General enquiry hotline: (852) 2878 8196
- 2
Financial Dispute Resolution Centre (FDRC)
If you want money back, you can apply to the FDRC. Basic conditions:
- You are an individual, sole proprietor or small enterprise
- You complained to the bank in writing and received its final written reply
- Claims up to HK$1,000,000 (for cases where you first knew of the loss on or after 1 January 2018)
- Apply within 24 months of first knowing about the loss
Contact: phone 3199 5199; address: Units 408-409, 4/F, West Wing, Justice Place, 11 Ice House Street, Central, Hong Kong.
How to avoid fees in future
- Ask about fees and waiver conditions when opening an account or applying for a card
- Set up autopay to avoid late payments
- Turn on app notifications so you see fees right away
- Close accounts and cards you no longer use
- Check the fee schedule before spending overseas
- Read fee change notices from your bank – don’t throw them away as ads
- If your account type doesn’t suit you, compare other banks’ fee schedules
Bank fee FAQs
Can I ask for a bank fee refund?
Yes, you can ask. Call customer service first and mention your history with the bank. If refused, write to the complaints team; under the Code of Banking Practice, the bank should respond within 30 days.
Can a credit card annual fee be waived?
You can ask, but the bank decides. Under the Code of Banking Practice, cards that were never activated (including supplementary cards) should not be charged an annual fee. If yours was, you can ask for a refund.
How do I contact a bank’s complaints team?
Call the bank’s customer service hotline and ask to be referred, or submit a written complaint through its online form or complaint email. This page lists customer service and complaint contacts for each bank.
Is a low-balance fee allowed?
Banks can charge it, but they must publish their fee schedule and give at least 30 days’ notice before changing fees. If you were charged without notice, you can use this to ask for a waiver or refund.
How much notice must a bank give before raising fees?
Under the Code of Banking Practice, at least 30 days’ notice before changing a fee level or how it is calculated, and 14 days’ notice before a dormant account is first charged.
What if the bank refuses a refund?
Complain to the bank in writing and keep all records. If there is no final reply within 30 days, or you are unhappy with it, complain to the HKMA. For eligible money disputes, apply to the FDRC.
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This page is general information, not legal advice. RightlyHK is not affiliated with any bank listed on this page.