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How To Make Complaint?

How to share feedback with us?

SME Bank is committed to resolve any feedback or issues pertaining to our services. Please escalate your concern to our Customer Service Management Department for further action. Your input is invaluable in the effort to further improve the quality of our services.

What kind of information should you provide when reporting a complaint?

  • Your name, contact number, e-mail and full address.

  • Complete and return the Feedback/Complaint form.

  • Date and location of the situation occurred (if applicable).

  • Name of the officer you deal with (if applicable).

  • Any other documents or details that will support the complaint (if any).

What will happen after a complaint is lodged?

  • Every complaint is investigated and documented

  • Official acknowledgement will be sent to you within 24 hours from the date of receipt (on working days).

  • Response/resolution on complaint is conveyed within 14 calendar days for non complex issues.

  • For more complex types of complaints that involve further investigation, response and resolution are made within 30 calendar days.

  • Occasionally, we might suggest mediation or another method should a dispute occurs.