Customer Service Standards

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Standard of Service

Key Standards

As we work towards improving our standard of service, we aim to provide our service efficiently and effectively. To this end, we have set out below the time frames within which you can expect us to deliver the respective services. We recognize that there will always be room for improvements, and as we establish new and better way of working, we will formalize processes and procedures and include them here in our Customer Service Charter. This Customer Service Charter is for information purpose only and is not intended to, and does not; create legally binding rights or obligations.

I. WE ARE COMMITTED TO MAKING BANKING EASY
DETAILS
 TARGET
1. Aim to serve the majority customers promptly in all our branches.
 Within 5 minutes * There may be certain peak periods where wait time may extend beyond 5 minutes, however it will not exceed 10 minutes
2. Aim to provide you with friendly and helpful service whenever you deal with us.
 Aim to achieve 90% of very satisfied/ satisfied customer rating
3. Help you make the right choices for your money.
 Aim to achieve 90% of very satisfied/ satisfied customer rating
4. Aim to open basic savings account promptly.
 Within 10 minutes * Upon submission of all required documents and duly completed application
5. Open basic current account promptly.
 Within 10 minutes * Upon submission of all required documents and duly completed application
6. Issue ATM card promptly
 Within 10 minutes after opening savings account or current account
II. WE ARE COMMITTED TO HELP YOU WHEN YOU NEED US
DETAILS
 TARGET
1. Aim to answer your call promptly when you call any of our branches
 Within 3 rings
2. Aim to resolve counter enquiries promptly
  • Where no follow up requires, immediately within 1st visit.
  • Where follow up is required, by the next working day.
  • Where enquiry is complex, within 4 working days.
3. Aim to answer phone enquiries promptly
  • Where no follow up requires, immediately within 1st conversation. 
  • Where follow up is required, by the next working day. 
  • Where enquiry is complex, will be escalated to an officer who can deal the enquiry. If the enquiry can not be satisfactory dealt with, will respond within 4 working days
4. Respond to written enquiries promptly
 Respond immediately if enquiry is not complex i.e. product feature, service charges etc. Where enquiry is complex, within 4 working days.
5. Open basic current account promptly.
 Within 10 minutes * Upon submission of all required documents and duly completed application
III. WE ARE COMMITTED TO LISTENING
DETAILS
 TARGET
1. Resolve customer complaints fairly, consistently and promptly.
 Aim to achieve 85% of satisfied customer rating with the way their complaint being handled.
2. Actively seek your thoughts and suggestions on how we better serve you.

You can complete and submit feedback forms to us which is available at all Branches nationwide or send mail to voc@hlbvn.hongleong.com
IV. WE ARE COMMITTED TO PROCESS YOUR APPLICATION QUICKLY
DETAILS
 TARGET
1. Loan applications
 We will process the applications efficiently and speedily, in accordance with our internal policies, provided all necessary and completed documents have been submitted to the bank

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

  • 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.


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