Client Complaints

At BNP Paribas, we strive to provide our clients with the highest possible standards in service. If for any reason you are not entirely satisfied with our service, products or employees, please let us know. We value your feedback and endeavor to resolve your complaints fairly.

Who to contact:

Your assigned Relationship Manager, Desk Head or usual BNP Paribas contact person; or

Calling us via telephone number 18001220 or (84) 8 3528 5566 (or another number as notified by us);

Reaching us at the office of the branch with which the Account is maintained; or

Sending a trace request or a complaint via courier to the address of the branch with which the Account is maintained; or

Emailing your Correspondent Complaint Handling Unit;

Kindly contact the relevant business line for more efficient handling of your complaint.

What is the process:

When we receive your complaint, we will write to you to acknowledge your complaint within [10 business days] upon receipt and will investigate your concerns. We will aim to provide a written interim or final response with our findings within [30 business days] from the date of receipt.

If you have additional information or documents regarding your complaint, please provide them to us to assist in our investigation.

The processing period for a trace request or a complaint in relation to an Account and the handling of the trace request or the complaint shall be subject to the SBV’s regulations on bank accounts.