BC-10.1 BC-10.1 General Requirements
BC-10.1.1
All
Islamic bank licensees must have appropriate customer complaints handling procedures and systems for effective handling of complaints made by customers by 31st March 2012.Added: October 2011BC-10.1.2
Customer complaints procedures must be documented appropriately and their customers must be informed of their availability.
Added: October 2011BC-10.1.3
All
Islamic 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 Islamic bank and must be independent of the parties to the complaint to minimize any potential conflict of interest.Amended: January 2012
Added: October 2011BC-10.1.3A
The position of customer complaints officer may be combined with that of compliance officer.
Added: July 2012BC-10.1.4
In the case of an overseas
Islamic bank licensee , a local complaints officer must be present and must report all complaints to the head office complaints unit.Amended: January 2012
Added: October 2011