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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