Procedure of Client Complaint Settlement
For the settlement of the client complaints, DGB Bank. (the “Bank”) offers the following procedures:
- Announcement: This announcement is posted on the Bank’s website homepage (“www.dgbcambodia.com”) and its branch lobby and meeting rooms for the clients.
- Complaint acceptance procedure: All clients can make a complaint in relation with the Bank’s products and services through Hot Line call or in person at any branch for the client’s convenience in the following manner:
1. Verbal complaint by Hot Line call or Visiting the branch
- (1) Clients can verbally complain by a phone call to the Bank’s Hot Line at any time. Chief Operating Officer (COO) shall answer the phone to respond to the client’s complaint.
- Hot Line: Mr. Nget Bunthoeun, COO – Tel: 017 88 84 14
- Email: ngetbunthoeun@dgbcambodia.com
- Address: #689B, Kampucheakrom Road, Teuk Laak1, Toul Kork, Phnom Penh
- (2) Clients can verbally complain to BCSM (or RM or BGM) by visiting the branch during the working hour.
- (3) The staff who received the complaint (“Complaint Receiver”, i.e. COO or BCSM or RM or BGM) shall fill in the form of “Letter of Complaint” to confirm the complaint issue, and depending on character and seriousness of the issue, give a guide to the client on the deadline of the Bank’s complaint settlement and reply to the client. In case the client visits the branch, Complaint Receiver shall request the client to sign on the “Letter of Complaint” to confirm the issue and issue the “Acceptance Letter” to the client on the spot.
2. Written complaint by E-mail or Visiting the branch
- (1) Clients can complain by submitting a “Letter of Complaint” to COO by E-mail.
- (2) Clients can complain by submitting a “Letter of Complaint” to BCSM (or RM or BGM) in person by visiting the branch during the working hour.
- (3) Depending on character and seriousness of the issue, Complaint Receiver shall give a guide to the client on the deadline of the Bank’s settlement and reply. In case the client visits the branch, Complaint Receiver shall request the client to sign on the “Letter of Complaint” to confirm the issue and issue the “Acceptance Letter” to the client on the spot.
- Client complaints in verbal or in written will be accepted in Khmer or English with mentioning the client’s name and the reason of complaint.
- All client complaints will be treated confidentially at all times.
- Deadline of settlement:
- – Mild complaint: the complaint shall be settled not later than 2 banking days.
- – Serious complaint: the complaint shall be settled not later than 30 calendar days.
- The Bank shall settle the complaint within the deadline and officially inform the settlement result to the client.