Complaints & Feedback

Complaints and Feedback

 

WE WOULD LIKE TO KNOW YOUR FEEDBACK/COMPLAINTS

At Bangkok Bank Berhad (BBB), customer experience and satisfaction are utmost important to us and we believe in providing excellent customer service to you. As such, we would like to hear from you about any positive or negative experiences you have had with BBB and we welcome your views/comments/feedback/complaints to help us improve our service standards or resolve any grievances you may have. Our staff is committed to improve our service standards or treat your complaints/grievances seriously and resolve them as quickly and fairly as possible. You may provide your feedback/complaints through any of the following avenues:-


Walk in to BBB Branches
Online Feedback Form
Contact BBB Complaints Unit directly via email at compliance.kl@bangkokbank.com
Write to or contact the BBB's Complaint Manager
 
Complaint Manager : Ms. Kathleen Yap / Ms. Angie Ng
Address : 1-45-01, Menara Bangkok Bank ,Laman Sentral Berjaya No.105,
  Jalan Ampang , 50450, Kuala Lumpur
Telephone : + 603 21746958 / + 603 21746962
Facsimile : + 603 21746850
Email : kathleen.yap@bangkokbank.com
angie.ng@bangkokbank.com

 

Complaint Handling Process

 

HOW WE HANDLE AND RESOLVE YOUR COMPLAINTS/FEEDBACK

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BBB Complaints Unit will handle all complaints/feedback received.

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Your complaints/feedback will be acknowledged within 24 hours upon receipt.

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All complaints are resolved within 14 days and if the complaint/feedback requires further investigation, you will be notified and the timeframe will be extended.

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You will be kept informed of the status of your complaint/feedback from time to time or at least once a month until resolution.

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In the event that you are not satisfied with the results/decision of the investigation made by BBB, you may seek redress from other avenues, i.e. Bank Negara Malaysia or the Ombudsman for Financial Services.

 

Escalation – Other Avenues

 

Below are the avenues to contact if customer is dissatisfied with the bank’s decision / outcome. You may refer the matter to any of the following:


A. Ombudsman for Financial Services (OFS):

    Level 14 Main Block,
    Menara Takaful Malaysia,
    No.4, Jalan Sultan Sulaiman,
    50000 Kuala Lumpur.
    Telephone No : 03-2272 2811
    Fax No : 03-2272 1577
    Email : enquiry@ofs.org.my
    Website : www.ofs.org.my


B. Bank Negara Malaysia (BNM):

    Visit BNM Customer Service at Bank Negara Malaysia,
Jalan Dato’ Onn,
50480 Kuala Lumpur.
   
    Or Write to Contact Centre (BNMTELELINK)
Corporate Communications Department,
Bank Negara Malaysia,
Level 14B, P.O. Box 10922,
50929, Kuala Lumpur.
   
    Or Contact Te No : 1-300-88-5465 (1-300-88-LINK)
(Overseas: +603-2174 1717)
Fax No  : 03-2174 1515
E-mail    : bnmtelelink@bnm.gov.my
Website : www.bnm.gov.my

    Operating Hours: 9.00a.m. - 5.00p.m. (Monday - Friday)

Please note that you are required to attach a copy of the letter with the final response from our Bank when forwarding your complaint to either BNM or OFS.

 

 
 
Bangkok Bank HQ