Indovina Bank Ltd., (IVB) is ready to receive and answer customer’s requires, feedbacks, complaints (hereinafter called “inquiries”) related to IVB’s products and services. All customer’s inquiries shall be handled according to the process as below:

Step 1: Receive inquiries  

1. Customer can send inquiries to IVB through channels as follow:

• Hotline: 📞 1900 588 879 hoặc (028) 37858042
• Email: ✉ support@indovinabank.com.vn
• Website: www.indovinabank.com.vn, Item “Contact”
• Fanpage: www.facebook.com/IndovinaBankLtd
• Directly or postal address: IVB Head Office, Branches and Transaction Offices under IVB network.

2. Some customer’s information should be provided IVB, including but not limit: individual information, information about IVB’s products and services usage and other information related to customer’s transaction with IVB.

Step 2: Define inquiries

1. For inquiries with sufficient information and can be resolved immediately, Receiving Unit resolves and responds customer immediately.
2. For inquiries with insufficient information or cannot be resolved immediately, Receiving Unit performs:

• Forward inquiries to Resolving Unit for handling.
• Inform customer (in writing/ email/ telephone/ send a copy of Complaint Reciept with Receiving Unit’s confirmation for direct inquiries at the counter, …) about receiving customer’s inquiries within four (04) hours from the receipt.
• Follow up Resolving Unit’s respond.

Step 3: Resolve inquiries

1. Receiving Unit coordinates with relevant units to check, specify the reason and propose appropriate solution.
2. Ask customer for providing/ supplement further information, documents, evidences clarifying the contents related to inquiries (if any).

In case of not resolving, it is required to show the reason, legal basis and incompatibility in written Announcement to customer.

Step 4: Inform result

The time to announce resolving result to customer depend on each inquiry. Estimated time:

• For inquiries can be checked and verified immediately by IVB, customer can receive result within 01 working day from the notification date of receipt.
• For inquiries need to be coordinated by IVB and relevant parties, they will be depended on handling time of relevant parties according to each specific functional operation. In case of handling time is exceeding estimated handling time notified customer, Resolving Unit/ Receiving Unit must update information to customer at the latest 01 working day from the due date of estimated handling time.

Step 5: End inquiries

Receiving Unit archives records.

(*) For “Vulnerable customer” as prescribed by law, IVB prioritizes in receiving and resolving customer’s complaint compared to the Process of receiving and resolving customer’s complaint in common which IVB is applying at the time of receiving customer’s complaint.