Complaint Management
SME Bank strives to provide the best services possible.
Do contact us if you have any feedback in order for us to resolve it efficiently and in a timely manner.
Customer Feedback Charter
| Subject | Acknowledgment | Responsive Time |
|---|---|---|
| Non Complex Case | Within 24 hours from the date of receipt of feedback (on working day) | Within 14 calendar days from the date of receipt feedback. |
| Complex | Within 24 hours from the date of receipt of feedback (on working day) | Within 30 calendar days from the date of receipt feedback |
Complaint Management Process
Complaint
All Feedback received are managed by Customer Management Section
Acknowledgement
Within 24 hours from the date of receipt of feedback (on working days)
Investigation
Investigate and liaise with the relevant parties to resolve the feedback
Resolution
All feedback are resolved within 14 calendar days for non complex caseand 30 calendar days for complex days
Redress
Occasionally, we may suggest another mediation if there is a despute occurs
