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 2011BC-9.1.2
Customer complaints procedures must be documented appropriately and their customers must be informed of their availability.
October 2011BC-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 2011BC-9.1.3A
The position of customer complaints officer may be combined with that of compliance officer.
Added: July 2012BC-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