• BC-9.1 BC-9.1 General Requirements

    • BC-9.1.1

      All conventional bank licensees must have appropriate customer complaints handling procedures and systems for effective handling of complaints made by customers by 31st March 2012.

      October 2011

    • BC-9.1.2

      Customer complaints procedures must be documented appropriately and their customers must be informed of their availability.

      October 2011

    • BC-9.1.3

      All conventional bank licensees must appoint a customer complaints officer and publicise his/ her contact details at all departments and branches and on the bank's website. The customer complaints officer must be of a senior level at the conventional bank and must be independent of the parties to the complaint to minimize any potential conflict of interest.

      October 2011

    • BC-9.1.3A

      The position of customer complaints officer may be combined with that of compliance officer.

      Added: July 2012

    • BC-9.1.4

      In the case of an overseas conventional bank licensee, a local complaints officer must be present and must report all complaints to the head office complaints unit.

      Amended: January 2012
      October 2011