65 Chulia Street #18-01, OCBC Centre,
Unit 3A, Level 5, Retail Arcade
The Empire Hotel & Country Club
Negara Brunei Darussalam
In the event that it becomes necessary to lodge a complaint from an encounter with our services and products that you have not been satisfied with, you may contact our Complaints Handling Unit, who are committed to help you resolve a dispute professionally.
To lodge a dispute with our Complaints Handling Unit, please provide your (i) full name, (ii) NRIC number, (iii) account number, (iv) contact details, (v) nature of your complaint, (vi) together with any supporting documents to us through any of the following ways:
We ask for your personal information to enable effective investigation and resolution of your complaint.
You should receive an acknowledgement from us within 2 business days following the day of receipt of your complaint. For non-complicated cases, we will respond within 14 business days from date of receipt of complaint. For complicated cases, we will respond within 14 business days from date of receipt of complaint and provide a progress update every 14 business days thereafter until your complaint is resolved. Please note that our business days are from Mondays to Fridays, 8:30 – 17:30 hours (GMT +8).