The Bank of East Asia

About BEA

Serving Our Customers

Serving Our Customers

Customer focus is one of our core values. We put our customers first, knowing that our success depends on how well we anticipate, appreciate, understand, and satisfy their needs. We strive to make our facilities accessible to all customers. We have comprehensive feedback and privacy policies in place to make sure that our customers' needs are considered at every opportunity.

Making our services accessible to all

BEA currently operates one of the largest branch networks in Hong Kong, covering the 18 districts across the city. As part of our commitment to serving the local community, we maintain an extensive presence in Hong Kong, covering more remote and sparsely populated areas, including outlying island locations such as Tai O and Silvermine Bay.

The opening of our first digital branch in 2014 was a major milestone in the evolution of our service delivery, demonstrating our dedication to increasing efficiency and convenience for our customers. In addition to benefitting our customers, our digital banking services benefit the local community as well: by adopting the use of cutting-edge technology, transactions become a paperless workflow, generating less waste and reducing environmental impact.

Listening to customer feedback

Customers are invited to share opinions or suggestions in person or by letter, email, or telephone. We strive to address all concerns as quickly and efficiently as possible.

Ensuring customer privacy

The privacy of customer data is of the utmost importance to us. BEA has established an Information Security Policy and operates in accordance to Hong Kong’s Personal Data (Privacy) Ordinance. For details, please refer to our Privacy Policy Statement and Personal Information Collection (Customers) Statement.

Delivering banking solutions for underserved groups

To help maximise the collection of charitable donations, BEA has worked with the Hong Kong Council Social Services to develop Online Donations Services, which enable non-governmental organisations (“NGOs”) to collect online donations by credit card. Launched in 2008, Online Donation Services has proven be a highly effective way for NGOs to capture donation revenue, while reducing administration costs and optimising the use of manpower. In addition to this, all BEA account holders who have registered for the Bank’s electronic banking service, Cyberbanking, can make a one-time or regularly scheduled donation.

NGOs interested in learning more about Online Donation Services are welcome to call BEA’s Customer Service Hotline on (852) 2211 1333.

Enhancing customer satisfaction

BEA is a signatory of the Treat Customers Fairly Charter endorsed by the Hong Kong Monetary Authority. BEA recognises the importance of trust in maintaining a strong customer relationship, and we strive to ensure consumer protection at every stage.