Guarantee
Verification
Online Service
eBanking for Corporate
Home

Customer Complaints

Overview

Submitting a complaint is free of charge. If you are dissatisfied with our products or services, please contact us so we can review your case and respond.

Timelines
• Acknowledgement within 5 working days.
• Final response within 2 months (from classification).

Contact Channels
✉️ complaint.officer@bpce-vietnam.com
📮 Pearl 5, 16th Floor, 5 Le Quy Don, Xuan Hoa Ward, District 3, HCMC
☎️ +84 28 3930 2288 (confirmation via online form or in writing is required after phone contact).
🖥️ Submit your complaint online

How We Handle Complaints

Receive

Complaint logged

Classify

Officer review

Investigate

Dept review

Validate

Approvals

Receive

Complaint logged

FAQs

A complaint is any oral or written expression of dissatisfaction about our products, services, or staff – whether justified or not – where you believe you may have suffered financial loss, material distress, or inconvenience. Requests for information, service enquiries, or normal negotiations with your relationship manager are not considered complaints.

No. Submitting a complaint is free of charge.
We acknowledge within 5 working days and aim to provide a final response within 2 months (from classification).
Once we receive your complaint, it is logged and acknowledged. Our Complaint Officer will review and classify the case, then assign it to the relevant department for investigation. We may contact you if more information or documents are needed. After review and validation, we provide you with a written response. We aim to acknowledge complaints within 5 working days and issue a final reply within 2 months, depending on the complexity of the case.
Once your complaint is logged, we will send you an acknowledgement within 5 working days, either by email or letter, depending on your contact details.

Yes. However, if you contact us by phone, you will need to confirm your complaint in writing (via the online form, email, or post) so that it can be properly logged and investigated.

Submit a Complaint