S&J aims to handle complaints fairly, promptly and respectfully. Complaining will not affect the fair treatment of a customer or a future service request, although every transaction remains subject to availability and compliance checks.
1. How to complain
- Visit the S&J counter at 120/401 Ratchaprarop 1 Alley, Thanon Phaya Thai, Ratchathewi, Bangkok 10400.
- Email info@snjse.com.
- Call +66 2 028 8893 or +66 92 888 9836.
2. Information to provide
- Your name and preferred contact method.
- Transaction date and time, currencies, approximate amount and receipt or reference, if available.
- A clear explanation of what happened and the outcome you are seeking.
- Relevant documents or photographs, without sending unnecessary sensitive information through an insecure channel.
3. Our process
We aim to acknowledge a complaint within 3 business days and provide a substantive response within 15 business days. Complex matters may take longer; where possible, we will explain the reason and provide an update. We may request further information and will keep an appropriate complaint record.
4. Compliance confidentiality
We may be unable to disclose sanctions, suspicious-transaction or law-enforcement information. This limitation does not prevent us from reviewing the service issue or responding to matters we can lawfully address.
5. External escalation
- Bank of Thailand contact and complaint services: 1213, where the matter falls within its remit.
- Office of the Consumer Protection Board: 1166 or complaint.ocpb.go.th.
- Personal Data Protection Committee for complaints concerning personal-data processing.