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COMPLAINT MANAGEMENT RESOLUTION

Your satisfaction is our top priority. Are you dissatisfied with the quality of the service you received, or did you observe something that you bring to our attention. We are here, to assist you. 

Step 1

Contact to our Customer Service

If you aren’t satisfied with the service we provided to you, please contact to our Customer Service through below channels for verbal complaint:

  1. Call to our hot line service: 023 932 288
  2. Chat to our Facebook Page;
  3. Message to our website;
  4. Email to our customer service at: customerservice@orientalbank.com.kh

Step 2

Submit a Formal Complaint Form

If our Customer Service has not been able to resolve your complaint, you can submit a formal complaint form to our Complaint Management Unit (CMU).

Please find and submit complaint form here: Complaint Form
Our CMU will contact you soon.

When a formal complaint is lodged to the CMU, the case will be processed as soon as possible. When reviewing a written complaint regarding the bank's offerings, CMU will consider the following factors: 

  1. Compliance and/or Legal 
  2. Banking Practices 

The investigation of your complaint will be processed through 2 stages of Complaint Management Process:

Stage 1:

  • The maximum allowable duration to resolve the complaint is 2 (two) working days from the date the complaint was first received.
  • If the decision is not in favor to you, you can escalate it to stage 2 for resolution.
Stage 2:

  • The maximum allowable duration to address the complaint is 30 (thirty) calendar days after the date of acknowledgement.
  • Our Senior Management will review/investigate and make a final decision to resolve the complaint.
  • The Bank will fulfil its obligation within 5 working days, once the complaint is resolved.

We shall acknowledge receipt of your complaint and make known to you that the complaint is attending by us following the procedure listed below:

  • Acknowledge and receive complaint.
  • Record complaint in our Complaint Management Register (CMR).
  • Advise the next step to be taken.
  • Conclude resolution to address complaint.

To make it easier to process your complaint, please provide as much information as possible to us, such as:

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