Bangkok Bank Malaysia Complaints & Feedback

Complaints and Feedback

WE WOULD LIKE TO KNOW YOUR FEEDBACK/COMPLAINTS

At Bangkok Bank Berhad (BBB), customer satisfaction is very important to us and we believe providing excellent customer services is of utmost importance. As such, we would like to hear about positive or bad experiences you have had with BBB and we welcome your views/comments/feedback/complaints to help us improve our service standards or resolve your grievances. 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:

•	Customer Complaint Form at your local BBB Branch or talk to our staff/Branch Manager KL Main Branch Jalan Tun H.S. Lee, Klang – Bandar Botanic, Penang - Autocity, Muar – Jalan Bakri and Johor Bharu – Taman Molek.

•	Online Feedback Form

•	Email directly to compliance.kl@bangkokbank.com

•	Write to: Zainal Abidin Bin Ahmad Zaighu Head, Compliance Department 105, Jalan H. S. Lee, 50000 Kuala Lumpur Fax: 03-21737280 Email: zainal.abidin@bangkokbank.com

How To and Where?

LODGING A COMPLAINT / FEEDBACK

Step 1
Click Online Feedback Form in Complaints & Feedback page to launch the online feedback form

Step 2
Complete the online feedback form with the relevant details

Step 3
Click the Submit button

IMPORTANT REQUIREMENTS

Please provide the following pertinent information:

• Your Full Name as per NRIC

• Identification / Passport / Company Registration Numbers

• Contact address and telephone numbers

• Nature of the complaint

• Provide relevant document (s), if applicable.

HOW WE HANDLE AND RESOLVE YOUR COMPLAINT/FEEDBACK

Please provide the following pertinent information:

• Your complaint/feedback will be acknowledged within 24 hours upon receipt

• If a complaint/feedback requires further investigations, you will be notified and the timeframe will be extended. You will be kept informed of the status of your complaint/feedback from time to time on the progress until resolution.

Process Flow

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. The Financial Mediation Bureau (FMB):

    The Financial Mediation Bureau,
    25th Floor, Dataran Kewangan Darul Takaful,
    4 Jalan Sultan Sulaiman,
    50000 Kuala Lumpur.
    Telephone No : 03-2272 2811
    Fax No : 03-2274 5752
    Email : enquiry@fmb.org.my
    Website : www.fmb.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 FMB.