VPBank's Complaint and Whistleblower Resolution Process

1. Receiving Complaints, Whistleblowing Reports, Feedback, and Grievances

Methods and Channels for Submitting Complaints, Whistleblowing Reports, Feedback, and Grievances regarding VPBank's Product and Service Quality

Unless otherwise stipulated by law, you can submit complaints, whistleblowing reports, feedback, or grievances regarding VPBank's products and services through one of the following channels:

• 24/7 Call Center:

  • Standard Customers: 1900545415

  • Priority Customers: 1900545415

  • International Line (Individual Customers): +84 24 3928 8880 / 1900234568

  • International Line (Corporate Customers): +84 2471023468

• Online Customer Service Portal: https://cskh.vpbank.com.vn

• Email:

  • For Standard Customers: chamsockhachhang@vpbank.com.vn or customercare@vpbank.com.vn

  • For Priority Customers: diamond247@vpbank.com.vn (and other customer service channels announced by VPBank from time to time)

• Directly at VPBank Branches/Transaction Offices: Visit any VPBank branch or transaction office nationwide. For detailed addresses, please see here.

• Mail: Send a written complaint to the relevant Business Unit and/or VPBank Headquarters at 89 Lang Ha, Dong Da, Hanoi.

2. Processing Complaints, Whistleblowing Reports, Feedback, and Grievances

After receiving complaints, denunciations, feedback, or grievances from customers through the aforementioned channels, VPBank will send a confirmation of receipt as follows:

• Notification method: Phone call or via Email/SMS and/or issuance of a written notice sent to the complainant based on the provided contact information.

• Notification timeframe: No later than 03 working days from the date the complaint, denunciation, or feedback is received.

Negotiation for Resolution of Complaints, Whistleblowing Reports, Feedback, and Grievances

Request for Negotiation and Receipt of Negotiation Request

In cases where the involved parties wish to negotiate to resolve complaints, denunciations, feedback, or grievances:

The complainant, denouncer, or individual providing feedback or grievances shall send a negotiation request (if any) along with relevant information and documents to VPBank through one of the information reception channels for complaints, denunciations, feedback, and grievances regarding VPBank’s product and service quality as mentioned above.

Resolution of Negotiation Request

• VPBank will receive and carry out negotiations (if any) with the complainant, denouncer, or individual providing feedback or grievances within 7 working days from the date the negotiation request is received.
• The result of the negotiation between VPBank and the complainant, denouncer, or feedback provider shall be documented in writing (with signatures or fingerprints of the negotiating parties), and must include the following key contents:The parties involved in the negotiation, Time and location of the negotiation, Negotiation content, Negotiation outcome, Other agreed-upon terms in accordance with legal regulations.
• In the event VPBank declines the negotiation request, a written response stating the reason for refusal will be provided within 7 working days from the date the negotiation request is received.

Timeframe for Resolving Complaints, Feedback, and Grievances

Unless otherwise specified by law or in cases where inquiries must adhere to special processing times as required by correspondent banks, the resolution period for complaints will depend on the nature, severity, and subject of the complaint, as follows:

• No more than 15 working days for simple complaints or denunciations;

• No more than 30 working days for complex complaints or denunciations;

• No more than 45 working days for special or exceptional complaints or denunciations.

3. Notification of Resolution Results for Complaints, Whistleblowing Reports, Feedback, and Grievances

• VPBank will notify the complainant or individual providing feedback or grievances of the resolution results via one of the following methods: phone call, email, SMS, formal written document, or other communication channels as stipulated by VPBank from time to time.