Managing your personal MPF account

Note: Scheme administration services are provided by the eMPF Platform. These include the processing of MPF scheme enrolments, contributions, and member investment instructions. They also include the transfer and withdrawal of MPF benefits, and updates to personal details.

For a complaint that's related to scheme administration services, please contact the eMPF Platform. You can find ways to reach them by visiting the eMPF website. Or you can call their eMPF customer service hotline on 183 2622.

For a complaint that's not related to scheme administration services, you can email us at customer.care.mpf@hsbc.com.hk. 

Getting back to you

We generally acknowledge that we've received your message by the next business day, and aim to resolve issues within 5 business days. We may occasionally need more time and if we do, we'll keep you updated.

Handling your complaint

We will direct your complaint to the dedicated team that has the appropriate experience and authority to handle it with complete confidentiality. It won't involve anyone who was directly involved in the matter.

If a third party raised the complaint, we'll get back to you directly to protect your privacy.

We will offer appropriate redress if your complaint is upheld but this will not necessarily involve financial compensation.

If you're not satisfied

You can ask for higher-level management to review your case if you're dissatisfied with our decision.

For monetary disputes, please refer your case to the Financial Dispute Resolution Center (FDRC). You can mail them at:

FDRC

Room 408-409, 4/F, West Wing

Justice Place, 11 Ice House Street

Central, Hong Kong

There are two ways you can check your MPF account balances.

In HSBC Online Banking or the HSBC HK App

Note: The balance and relevant date are provided by the eMPF Platform. They reflect the unit price of a Constituent Fund as at the corresponding Valuation Date.

By checking your consolidated bank statement

Consolidated bank statements are available to customers who hold these accounts:

Please note that these bank statements are subject to circumstances. For details, please see the 'Mail statements' section in the member service guide (PDF).