Customer Service Charter

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Introduction
The 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 and give us feedback, particularly if anything goes wrong and how you can assist us to serve you better.

Key Commitments
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:

  • Accountability

    • All our products and services comply with relevant laws and regulations of Malaysia.
    • 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 involved.

  • Fairness

    • 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 dispute between us will be resolved fairly and quickly. For more details on our complaints procedure, please visit www.uob.com.my .
    • 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.

  • Privacy

    • 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 comply with the provisions of the Personal Data Protection Act 2010.

  • Reliability

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

  • Transparency

    • 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 a 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 the bank 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.

If you have enquiries, concerns or comments on this Charter, please contact us at:-

Bank’s Name : United Overseas Bank (Malaysia) Bhd
Address : Customer Advocacy & Service Quality
P.O. Box 11212,
50738 Kuala Lumpur
Fax : 603 – 2694 8562
 
OR
 
Call : 1-300-88-9980 (toll free number) or
Log on to : eABMConnect
     
    The Association of Banks in Malaysia
34th Floor, UBN Tower
10 Jalan P Ramlee
50250 Kuala Lumpur
Fax : 03-2078 8004



STANDARDS OF SERVICE

As we work towards improving our standards 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.

I. We are committed to making banking easy. Target/Goal
1. Aim to serve the majority of customers promptly in all our branches. Within 10 minutes.
*During customer peak time, this waiting period may exceed 10 minutes.
2. Aim to provide you with friendly and helpful service whenever you deal with us. Aim to obtain feedback from a fair representation of our customers periodically.
3. Help you to make the right choices for your money and you. Aim to equip staff with sound knowledge of products and services.
4. Aim to answer your call promptly when you call us at any of our branches or call centre. Within 3 rings.
5. Aim to open a basic savings account promptly. Within 30 minutes (provided all required documents or information have been received by the bank).
*During customer peak time, this waiting period may exceed 30 minutes.
6. Aim to open a basic current account promptly. Within 30 minutes (provided all required documents or information have been received by the bank).
*During customer peak time, this waiting period may exceed 30 minutes.
7. Issue you with a cheque book promptly. Within 3 business days of opening current account; or
Within 3 business days of the bank receiving your application for a new cheque book
8. Issue ATM card promptly. Within same business day of opening savings account or current account
9. Clear cheques promptly. Within 2 business days.
10. To help customers manage their accounts, provide loan statements. For personal financing - on a monthly basis/at your specific request.
For home financing – on a yearly basis / at your specific request
11. Issue demand drafts (local and foreign currency) promptly. Within 15 minutes.
12. Execute foreign currency remittances. By 4.00 p.m. of value date
13. Close current/savings account. Within 15 minutes.
*During customer peak time, this waiting period may exceed 15 minutes.
II. We are committed to helping when you need us.  
1. Aim to resolve counter enquiries promptly. Where no follow up is required, within 1st visit.
Where follow up is required, within 2 days of 1st visit.
Where enquiry is complex, provide time frame within which response can be made.
2. Aim to resolve phone enquiries promptly. Where no follow up is required, within 1st call.
Where follow up is required, within 48 hours of 1st call.
Where enquiry is complex, provide time frame within which response can be made.
3. Respond to written enquiries promptly. Respond to acknowledge receipt of written enquiries within 1 business day.
Respond within 5 days from date of receipt of enquiry if enquiry is not complex.
Where enquiry is complex, provide time frame within which response can be made.
4. Help you quickly if your ATM card, credit card or debit card is lost or stolen. Your  replacement card will be issued as follows:
ATM card – within same business day
Debit card – within same business day
Credit card – within 3 business days
III. We are committed to listening  
1. Resolve customer complaints fairly, consistently and promptly. Aim for 80% of customers to be satisfied with the way their complaint has been handled.
2. Actively seek your thoughts and suggestions on how we can better serve you. Facilitate customers with various channels to provide feedback.
IV. We are committed to processing your application quickly.  
1. Credit card application Within 5 working days of all required documents and information having been received by the bank.
2. Personal Loan application Within 5 working days of all required documents and information having been received by the bank.
3. Home Loan application Within 5 working days of all required documents and information having been received by the bank.


Additional avenues for resolving disputes
If you are not satisfied with the outcome of your complaint or how it was handled, you may refer the matter to either of the following bodies who will help settle the dispute.

  • BNMLINK – a complaint resolution arm of Bank Negara Malaysia

    Call BNMTELELINK : 1-300-88-5465 (LINK) (toll free number) or
    E-mail to bnmtelelink@bnm.gov.my

    Laman Informasi Nasihat dan Khidmat (LINK)
    Tingkat Bawah, Blok D
    Bank Negara Malaysia
    Peti Surat 10922
    50929 Kuala Lumpur
    Fax :03-2174 1515
    Website : http://www.bnm.gov.my/bnmlink

  • ABMConnect – an avenue set up by The Association of Banks in Malaysia to handle public enquiries and complaints on banking matters

    Call : 1-300-88-9980 (toll free number) or
    Log on to eABMConnect

    The Association of Banks in Malaysia
    34th Floor, UBN Tower
    10 Jalan P Ramlee
    50250 Kuala Lumpur
    Fax : 03-2078 8004

  • Financial Mediation Bureau – an independent body set up to help settle disputes between financial service providers who are its members and the public.

    Call : 03-2272 2811 or
    Log on to http://www.fmb.org.my
    or
    E-mail to enquiry@ fmb.org.my

    Financial Mediation Bureau
    Level 25
    No.4 Dataran Kewangan Darul Takaful
    Jalan Sultan Sulaiman
    50000 Kuala Lumpur
    Fax : 03-2274 5752