Customer Service Charter
The Customer Service Charter outlines our commitments to the highest level of customer service. This is for information purposes only and is not intended to create any legally binding rights or obligations.
Key Ideologies
We are always committed to achieving excellence through continuous improvement in our customer service. To achieve our core values and maintain the standards of customer service, we follow the below:
- Customer Focused: We treat our customers with integrity, respect, and fairness. We aim to help our customers to find the right product to suit their needs based on their profiles.
- Timely and Effective Service: We aim to provide efficient and excellent timely services to our customers within the expected service level.
- Transparency: We are open and transparent in our dealings with our esteemed customers. Our experienced and Professional bank personnel are always there to provide excellent advice to our customers on the bank’s products and services.
- Creativity: We aim to develop new ideas and innovative products and services. We always believe in continuous development and improvement in our banking products with global standards.
Standards of service
- To serve the customers: We aim to resolve or respond to inquiries within the same visit; we will keep you updated on the progress for complex queries. During peak hours, the waiting time may increase.
- To provide you with friendly and helpful service: We will endeavor to provide clear and courteous service through our various channels example: Branch, over the phone, and online banking.
- To Resolve customer complaints fairly, consistently, and promptly: We aim to resolve the customer complaints at the earliest. We will endeavor to resolve complaints within 5 working days, and in case follow-up is required with third parties, then it may take up to 15 working days.