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Feedback & Complaints

Feedback & Complaints

 

At Hong Leong Bank / Hong Leong Islamic, our priority is customer satisfaction. We are dedicated in providing our customers with the highest level of proficiency in delivering our products and services as well as promptly assisting and responding to them.

 

While we are keen in providing our customers with first class services, we understand that there could be incidences where customers may not be satisfied with the Bank's products, services or responses. When such incidences occurs, it is our responsibility to address and rectify them for our customers.

 

Our customers' feedbacks and complaints are important to us and they will be dealt with great care and attention. Our customers' inputs are key elements towards improving our standards, policies, products and services. 

 

How to lodge a feedback or complaint?

Many complaints can be resolved at the first point of contact. Our customer service team is your first point of contact for raising complaints or providing feedback. They will do their best to help resolve any issue you may have. We encourage our customers to get in touch with our staffs at their nearest Branch, or to call our Customer Contact Centre via the following channels:

 

If your complaint is not resolved to your satisfaction by the above channels, you may escalate it to our Customer Advocacy Team via the following channels:

  • Call our Customer Advocacy Team at: 03-7626 8801 / 03-7626 8802 / 03-7626 8812
    The desk is functional between 9:00 AM to 5:00 PM, Monday to Friday.
  • Email us at: customerservice@hlbb.hongleong.com.my
  • Fax your letter to: +603-20818927
  • Mail your letter to:
    Customer Advocacy
    13A Floor, Menara Hong Leong,
    No. 6, Jalan Damanlela,
    Bukit Damansara,
    50490 Kuala Lumpur

 

How we handle your complaint?

Step 1: Feedback / Complaint Details

You may lodge a complaint verbally or in writing via the channels stated above. Please ensure to provide us with the following information to assist us in resolving the complaint promptly:

  • Full Name / Company Name
  • NRIC / Passport no. / Business Registration Number
  • Address
  • Mobile / House / Office Number
  • Email
  • Account Number (if available)
  • Description of the complaint (You may also enclose relevant documents related to the complaint raised)

 

Step 2: Acknowledgement of Feedback / Complaint

Your feedback or complaint will be acknowledged within one business day upon receipt.

 

Step 3: Investigation

We will conduct a thorough investigation and liaise with relevant parties to address your complaint in an equitable, fair, objective and timely manner.

 

Step 4: Resolution

We are committed to resolve your complaint within three (3) business days to a maximum of fourteen (14) calendar days from the date of receipt. In the event that we are unable to provide our response within that time period, you will be informed of the delay, reason for the delay, and the expected response time. You will be kept informed on the status of your complaint from time to time until the issue is resolved.

 

What if you are still dissatisfied with our response?

We will utilize all possible efforts as per our Bank’s Complaint Handling Process to resolve complaints to the satisfaction of our customers and potential customers. However if you are dissatisfied with our resolution offered, you may refer your complaint to the respective parties to review your case:

 

Bank Negara Malaysia (BNM) LINK / TELELINK (BNMLINK / BNMTELELINK)

BNMLINK / TELELINK has been set up as a complaint resolution arm of BNM. You may contact BNMLINK / BNMTELELINK for redress of your complaint if our resolution is not up to your satisfaction. 

 

Contact details:

Laman Informasi Nasihat dan Khidmat (BNMLINK)

(Walk-in Customer Service Centre)

Ground Floor, D Block

Jalan Dato' Onn

50480 Kuala Lumpur

 

Customer Contact Centre (BNMTELELINK)

Bank Negara Malaysia

P.O. Box 10922

50929 Kuala Lumpur

Tel: 1-300-88-5465 (Overseas: 603-2174-1717)

Fax: 603-2174-1515

Email: bnmtelelink@bnm.gov.my

Website: www.bnm.gov.my

 

Or

 

Ombudsman for Financial Services (OFS) [Formerly known as Financial Mediation Bureau]

OFS is an alternative complaint/dispute resolution channel to resolve complaints/disputes between Financial Service Providers (FSPs) licensed or approved by BNM and their customers. OFS will only review financial claim or disputes once you have tried to resolve it with us, so please take up your concerns with us first and we'll do all we can to help. Thereafter you have six (6) months to forward your complaint to OFS from the date of our final reply.

 

For more information on or about OFS, please visit: www.ofs.org.my / https://www.ofs.org.my/en/publications

 

Contact details:

Ombudsman for Financial Services

14th Floor, Main Block

Menara Takaful Malaysia

No. 4, Jalan Sultan Sulaiman

50000 Kuala Lumpur. ​

​Tel : +603-2272 2811

Fax : +603-2272 1577

E-mail: enquiry@ofs.org.my

 

Or

 

Securities industry Dispute Resolution Center (SIDREC)

SIDREC is an independent and one-stop dispute resolution service established by Securities Commission Malaysia to handle disputes related to capital market products and services.

 

For more information on or about SIDREC, please visit: www.sidrec.com.my / https://sidrec.com.my/resources

 

Contact details:

Securities Industry Dispute Resolution Center (SIDREC)

Unit A-9-1, Level 9, Tower A

Menara UOA Bangsar

No. 5, Jalan Bangsar Utama 1

59000 Kuala Lumpur.

Tel : 603-22822280

Fax : 603-22823855

Email: info@sidrec.com.my

 

Or

 

For complaints relating to restructuring of loans

Agensi Kaunseling dan Pengurusan Kredit (AKPK)

AKPK offers Debt Management Programme (DMP) which is available to individuals who need assistance in managing their personal debts with financial service providers under the purview of Bank Negara Malaysia (BNM).

 

Find out more about AKPK’s Debt Management program here: www.akpk.org.my

 

Or

 

Small Debt Resolution Scheme (SDRS)

SDRS was established by Bank Negara Malaysia to provide assistance to small and medium enterprises (SMEs) facing business financing problem with financial institutions through restructuring or rescheduling of the existing financing.

For more information about SDRS, please visit BNM website: www.bnm.gov.my or contact BNM TELELINK: 1300-88-5465

 

For enquiries, connect with us online or drop by your nearest Hong Leong Bank Branch.