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KENANGA INVESTMENT BANK BERHAD

Our range of products and services include corporate finance, corporate and investment banking, equity broking, equity and debt capital markets, equity derivatives, and structured products, private equity, treasury and the provision of investment research and advisory services.

Standard of Services

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We have set out the below standard of services to be delivered to our clients.

Our Promise of Service: 

  • Your call will be answered within 3 rings.
  • Simple and straight forward enquiries will be responded to and resolved immediately.
  • For complex enquiries,¬†clients will be informed of the time required. The standard respond time is within 5 working days from the date the enquiry was received.
  • To send acknowledgement receipt to the sender within 1 working day upon receipt of the email before 5.30pm. For emails received after 5.30pm, the acknowledgement receipt will be sent the following working day.
  • Simple enquires will be replied to in writing within 2 working days from the date of receipt.
  • For complex enquiries, clients will be informed of the extension of time required. The standard respond time is within 5 working days from the date the enquiry was received.
  • Your call will be answered within 3 rings.
  • Complaints will be recorded in the register for purposes of management reporting and review.
  • Simple and straight forward complaints will be resolved immediately and/or responded to via written notice to the complainant within 2 working days, if required.
  • For complaints that require rectification, the standard respond timeline is within 14 working days from the date the complaint was received.
  • For complex cases which require further investigation, clients will be informed of the extended time required and will be updated of the progress and status regularly until it is resolved and replied to. The standard respond timeline is within 30 working days from the date the complaint was received. However, for complaints that require additional information from third parties, the complainant will be updated on a monthly basis of the progress until it is resolved and replied to.
  • Complaints will be recorded in the register for purposes of management reporting and review.
  • An acknowledgement receipt will be sent to the sender within 1 working day upon receipt of the email before 5.30pm. For emails received after 5.30pm, the acknowledgement receipt will be sent by the following working day.
  • Simple and straight forward complaints will be resolved immediately and/or responded to via written notice to the complainant within 2 working days.
  • For complaints that require rectification, the standard respond timeline is within 14 working days from the date the complaint was received.
  • For complex cases which require further investigation, clients will be informed of the extension of time required and updated of the progress and status regularly until it is resolved and replied to. The standard response timeline is within 30 working days from the date the complaint was received. However, for complaints that require additional information from third parties, the complainant will be updated on a monthly basis of the progress until it is resolved and replied to.

CLIENT SERVICE CHARTER