Process of receiving and resolving Feedback, Enquiry/ Request, Complaint

    • complaint handling procedurecomplaint handling procedure

       

       

      Process of receiving and resolving Feedback, Enquiry/ Request, Complaint from Customers of United Overseas Bank (Vietnam) (“UOBV”)

    1. Channels to receive Customer Feedback, Enquiry/ Request, Complaint

    Depending on the products, services that Customers can select one of UOBV official channels to raise Feedback, Enquiry/Request or Complaint.

    For more details:

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    2. Process to handle Customer Feedback, Enquiry/ Request, Complaint

    • Customer Feedback, Enquiry/Request, Complaint shall be transferred to relevant functional departments at UOBV for further checking and handling according to UOBV’s procedures/ processes.
    • Outcomes of Feedback, Enquiry/Request, Complaint would be notified directly to Customers by UOBV’s employees via phone call, email, letter, etc. subjected to UOBV’s regulations.

    3. Timeframe of acknowledgement and receipt of Customer Feedback, Enquiry/ Request, Complaint

    Within 03 (three) working days from the date of receipt of Customer Feedback, Enquiry/Request or Complaint, UOBV shall acknowledge upon receipt to Customers. Acknowledgement may occur verbally, via registered phone call or email, depending on the channel received.