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Customer Feedback

Your experiences sharing with our bank are most appreciated. We are dedicated to providing you with a service that meets your needs. Your satisfaction is our priority.

We understand that your experience may not have lived up to your expectations. This is important to us. We are strongly committed to bringing your expectation for the best experience banking with us with a fairly positive philosophy.

We initiated 2 steps approach to drive you to resolve your dissatisfaction quickly and thoroughly.

Step 1- Contact Customer Service

Your Products or Services did not meet your expectations? Please speak to our customer service specialist through any of the following channels:
      1. Reach our hotline via 023 997 777
      2. Message us through our websites, Facebook chat, or email info@hhbank.com.kh
      3. HH BANK branches

Frequently, the issues can be resolved immediately or on the same day. If still have not met your satisfaction, you may proceed with Step 2.

Step 2 – Formal Complaint

File a formal complaint.

If your complaint has not been resolved by our customer service specialist, you can submit a formal complaint to the Complaint Management Unit (CMU). Please share us your dissatisfaction in this Complaint Acknowledgement Form and click submit. Our CMU specialist will be contacting you shortly.


Complaint Management Unit

Is an independent and impartial team. In the situation where the complaint has been lodged to the complaint management unit, the case will be well managed by CMU staff that offer a fair, impartial, and objective investigation of all complaints. When a complaint is addressed to our products & services, CMU will investigate, analyze, and offer solutions based on:

  1. Laws and Regulations.
  2. Bank’s products terms and conditions.
Resolutions Process

To achieve fast resolutions to you, we have defined 2 processes based on the complexity of the complaint.

1. Verbal Complaint
  •  Customer service staff and CMU will conduct fact-finding and deliver solutions to customers.
  •  If the solution is not met or dissatisfied with your expectation, the complaint will be transformed into a written complaint resolution.

2 Business days

2. Written Complaint
  •   The CMU will conduct a deep investigation into the root cause and offer the proper solutions and explanation.
  •   If the solution still does not meet the satisfaction, the complaint will be escalated to the bank’s executive committee.
  •   Executive Committee will review all fact-finding from the investigation, analyze and make the final decision.

28 Calendar days
Helpful information to support the investigation of your complaint

As much as possible may provide us with the below information are help us to process your complaint easier and faster investigations:

  1. A description of the event
  2. The chronology of the event (date and time, if possible)
  3. The name of the business line and employees you dealt with
  4. Any document relevant to the analysis of your complaint

Share your Complaint/Feedback here!