HLBVN - Customer Service Charter

Customer Service Charter

At Hong Leong Bank, we are committed to build a lasting and fulfilling banking relationship with you, our customer. We do this by embedding the concept of Hong Leong Bank’s Customer 1st as our service strategy to serve with passion, putting our customers first in everything we do. In realizing our vision to be an outstanding financial organization, highly competitive and profitable, where people make the difference, our Customer Service Charter sets out our commitment in delivering a high standard of customer service. It outlines the type of service we aim to provide, how to contact us to provide feedback, particularly if our service is not up to your expectation and how you can assist us to better serve you. Your satisfaction of our service is very important to us. 

We will continuously work towards improving the standards of service and our bank’s relationship with you will be guided by the following key principles:




  • All our products and services comply with relevant laws and regulations of Vietnam
  • We will explain and help you understand the financial benefits of our products and services that you are interested in, how they work and the risks involve.


  • We will co-operate as an industry so that you enjoy secure and reliable banking and payment systems you can trust.


  • We will treat all your personal information as private and confidential and ensure the safety and security of the usage of your information. Your personal information will not be revealed unless otherwise authorised by you or required by law to do so.
  • We will not use your personal information for our own marketing purposes if you inform us that you object to this practice.


  • We will act fairly and reasonably towards you in a consistent and ethical manner.
  • We will establish a clear set of procedures to ensure that any disputes between us will be resolved fairly and quickly.
  • We will tell you how to make your complaint as well as our procedures for handling them fairly and quickly.
  • We will as far as possible not discriminate against age or gender and will make available products and services on the same terms as for other customers.


  • We will provide you with clear, relevant and timely information to help you make an informed decision about our products and services.
  • Where applicable, a set of Terms and Conditions relating to each banking product or service will be made readily available to you with all the fees, charges, penalties and relevant interest rates, your liabilities and obligations in the use of banking product or service highlighted.
  • We will inform you, through various channels (e.g over the internet, by telephone, e-mail or at our branches) of available products and services. You can contact us for information or provide feedback through these channels.
  • We will exercise care to provide you a balanced view of benefits and risks of investment products, explain critical terms to you, ensure the investment product is suitable for your needs and financial circumstances. (Where applicable)

Please feel free to share your thoughts through any of the following channels:
HLBVN Branches
E-mail: voc@hlbvn.hongleong.com

  • Phone line at HCMC 84.8 6299 8100 - HN 84.4 6271030
  • PB Concierge line at HCMC 84.8 6299 8111 - HN 84.4 6271 0303

Mall in Correspondence: Customer Experience Management
Hong Leong Bank Vietnam Limited: Level 1 Centec Tower, 72-74 Nguyen Thi Minh Khai, District 3, HCMC, Vietnam

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