The Bank has a complaint handling procedure in place for the investigation of complaints received. We will investigate all complaints received from our clients
A complaint can be made in person, via the telephone or in writing either by letter or email. Once received, your complaint will be logged and investigated. Your complaint will be investigated by an independent team who has not been involved in the activity that has given rise to your complaint. We will aim to resolve your complaint as quickly as possible.
The Bank will target to send you a final response within 30 days from the Bank’s receipt of your complaint. If your complaint cannot be settled within this time frame, the Bank will inform you accordingly. If you are not satisfied with our final response, you may contact your Relationship Manager or the relevant Department Head directly and they will work together with you to reach an appropriate solution.