ខ្មែរ
Complaint Resolution
Step 1
Contact Customer Service
If we didn't meet your expectations while serving you, please speak to our Customer Service Specialist through one of the following channels:
Call our hotline numbers: +855 23 999 989
Chat with us on our Facebook page;
Very often, the issue will be resolved quickly in Step 1.
If you are still dissatisfied, please proceed to Step 2.
Step 2
Lodge a formal complaint
If your complaint has not been resolved by our Customer Service Specialist, you can submit formal complaint to the Complaint and Dispute Resolution Unit.
Please complete the Complaint Acknowledgement Form and click Submit. Specialists from the Unit will be contacting you shortly.
Complaint and Dispute Resolution Unit: an independent and impartial team
In the situation where a formal complaint has been lodged to the Complaint and Dispute Resolution Unit, the case will be then managed by the Unit that offers a fair, impartial, and objective investigation of all complaints. When the Unit reviews a formal complaint about the Bank’s products and services, it will base on:
- Laws and regulations; and
- Sound industry practices.
The 2-stage Resolution Process
The official investigation of a formal complaint will be based on the 2-stage Resolution Process:
In the situation where a formal complaint has been lodged to the Complaint and Dispute Resolution Unit, the case will be then managed by the Unit that offers a fair, impartial, and objective investigation of all complaints. When the Unit reviews a formal complaint about the Bank’s products and services, it will base on:
First-stage resolution
- The Unit to conduct fact findings, evaluate, and propose amicable resolution;
- If a resolution is still not met, the complaint will be moved to the second resolution stage.
Within 2 Business Days
Second-stage resolution
- The Unit to deep-dive into the root cause(s) and offer different solutions;
- If amicable resolution is still not achieved, the complaint will be escalated to the Wing's Complaint Resolution Committee (CRC);
- CRC will run an investigation, analyze the facts, and make a final decision.
Within 28 Business Days
Every formal complaint submitted to the Complaint and Dispute Resolution Unit will follow the procedures listed below:
- Acknowledge the complaint within the same business day;
- Record lodged complaint status;
- Advise the next steps to be taken;
- Provide indicative timeline for resolution.
Helpful information to support your official complaint
To make it easier to process your complaint, make sure you provide as much information as possible, such as:
- A description of the event;
- The chronology of the event (date and time, if possible);
- The name of the business line and employees you dealt with;
- Any document relevant to the analysis of your complaint.
Examples of Complaints/Disputes
Here are a few examples of complaints/disputes inspired by real cases, plus our solutions and helpful tips to prevent them from happening to you.
