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Customer Complaint Handling Procedure


 

Any complaint received from the customer himself or his/her authorize signer may be lodged by phone or other channels, such as:

1. Customer service

2. Email

3. Customer Opinion Form

In general, a final response from the Bank must be addressed to the complainant in writing within 20 (twenty) working days since the complaint was received by the Bank.

The Bank may extend the time frame of resolution by having another 20 (twenty) working days to deliver the final response, for complaint case that falls into the following definition:

1. Under certain circumstances (the judgement is done by the Bank)

2. It is considered as complex case

3. The resolution needs BOCHK consent

4. The receiver of complaint is different from where the complaint was taken place

5. The financial transaction requires special document examination

6. Involve a third party of the transaction conducted by the customer

The customer and/or his/her representative shall be notified the extension period of complaint resolution and it should be delivered before the first 20 (twenty) working days is reached.

Thank you for your kind attention

Bank of China (Hong Kong) Jakarta Branch

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