Hong Kong · APACNatixis CIB · Client Office
Sunday, 31 May 2026
Client experience
Complaints & SLA
Tracking client pain points, root causes and SLA compliance.
Open complaints
16
55 total
SLA breaches
35
63.6% of volume
Avg. resolution time
7.0 j
closed complaints
SLA compliance
91.6%
last month
SLA & resolution time · 12 months
Root causes
Cut-off / time-zone handover gap13
Client portal downtime12
Data feed reconciliation error7
Incomplete or outdated documentation7
Manual processing mistake6
Unclear ownership between teams6
Pricing not aligned with agreed terms4
Open complaints
| Client | Type | Cause | Severity | Opened | SLA |
|---|---|---|---|---|---|
| Cascade Retail Group | Documentation Issue | Incomplete or outdated documentation | Low | 20/07/2025 (315d) | Breached |
| Vanguard Renewables Ltd | System / Platform Issue | Client portal downtime | Medium | 11/01/2026 (140d) | Breached |
| Skyline Cargo International | Documentation Issue | Incomplete or outdated documentation | Low | 21/02/2026 (99d) | Breached |
| Silk Road Financial Holdings | Documentation Issue | Incomplete or outdated documentation | Low | 27/08/2025 (277d) | Breached |
| Nexus Financial Partners | Pricing Dispute | Pricing not aligned with agreed terms | Low | 08/08/2025 (296d) | Breached |
| Granite Asset Partners | Transaction Delay | Cut-off / time-zone handover gap | High | 15/01/2026 (136d) | Breached |
| Orient Shipping Holdings | System / Platform Issue | Client portal downtime | Medium | 05/04/2026 (56d) | Breached |
| Granite Asset Partners | Documentation Issue | Incomplete or outdated documentation | Critical | 18/03/2026 (74d) | Breached |
| Summit Development International | System / Platform Issue | Client portal downtime | Medium | 09/10/2025 (234d) | Breached |
| Silk Road Power International | Transaction Delay | Cut-off / time-zone handover gap | Medium | 13/11/2025 (199d) | Breached |
| Lotus Infrastructure Authority Group | Service Responsiveness | Unclear ownership between teams | Medium | 11/04/2026 (50d) | Breached |
| Lotus Renewables Co | Service Responsiveness | Unclear ownership between teams | Low | 12/03/2026 (80d) | Breached |
| Cascade Semiconductors International | System / Platform Issue | Client portal downtime | Medium | 05/12/2025 (177d) | Breached |
| Jade Properties Group | System / Platform Issue | Client portal downtime | High | 21/10/2025 (222d) | Breached |
| Silk Road Sovereign Holdings Holdings | Reporting Inaccuracy | Data feed reconciliation error | Low | 24/07/2025 (311d) | Breached |
| Skyline Digital Group | Transaction Delay | Cut-off / time-zone handover gap | Medium | 07/02/2026 (113d) | Breached |
Recent history (closed)
| Client | Cause | Resolution | Severity | Duration |
|---|---|---|---|---|
| Crimson Machinery Holdings | Manual processing mistake | Transaction corrected and process control added | Low | 8 d |
| Pinnacle Pharma International | Client portal downtime | Platform patched and monitoring added | Medium | 7 d |
| Beacon Engineering Co | Data feed reconciliation error | Report reissued and reconciliation automated | Medium | 8 d |
| Keystone Energy Partners | Pricing not aligned with agreed terms | Fees adjusted and confirmation reissued | Low | 7 d |
| Monsoon Land Corporation | Incomplete or outdated documentation | Documents reissued and template updated | Medium | 9 d |
| Cascade Capital Corporation | Unclear ownership between teams | Single point of contact assigned | Low | 9 d |
| Meridian Resources Corporation | Cut-off / time-zone handover gap | Revised APAC cut-off and handover procedure | Medium | 10 d |
| Summit Development International | Manual processing mistake | Transaction corrected and process control added | Low | 14 d |
| Monsoon Properties Co | Incomplete or outdated documentation | Documents reissued and template updated | Medium | 10 d |
| Nexus Trust Ltd | Cut-off / time-zone handover gap | Revised APAC cut-off and handover procedure | Low | 11 d |
| Pinnacle Manufacturing Co | Cut-off / time-zone handover gap | Revised APAC cut-off and handover procedure | Low | 11 d |
| Cascade Steel Holdings | Pricing not aligned with agreed terms | Fees adjusted and confirmation reissued | High | 3 d |
| Azure Healthcare Holdings | Manual processing mistake | Transaction corrected and process control added | Medium | 8 d |
| Evergreen Systems Co | Client portal downtime | Platform patched and monitoring added | High | 4 d |
| Lotus Technologies Corporation | Data feed reconciliation error | Report reissued and reconciliation automated | High | 5 d |
| Nexus Trust Ltd | Client portal downtime | Platform patched and monitoring added | High | 5 d |
| Coral Life Sciences Partners | Client portal downtime | Platform patched and monitoring added | Critical | 2 d |
| Cascade Land International | Cut-off / time-zone handover gap | Revised APAC cut-off and handover procedure | High | 7 d |
| Nexus Trust Ltd | Unclear ownership between teams | Single point of contact assigned | High | 1 d |
| Orient Public Investment International | Manual processing mistake | Transaction corrected and process control added | Critical | 6 d |