BC-10.2 BC-10.2 Documenting Customer Complaints Handling Procedures
BC-10.2.1
In order to make customer complaints handling procedures as transparent and accessible as possible, all
Islamic bank licensees must document their customer complaints handling procedures. These include setting out in writing:(a) The procedures and policies for:(i) Receiving and acknowledging complaints;(ii) Investigating complaints;(iii) Responding to complaints within appropriate time limits;(iv) Recording information about complaints;(v) Identifying recurring system failure issues.(b) The types of remedies available for resolving complaints; and(c) The organisational reporting structure for the complaints handling function.Amended: January 2012
Added: October 2011BC-10.2.2
Islamic bank licensees must provide a copy of the procedures to all relevant staff, so that they may be able to inform customers. A simple and easy-to-use guide to the procedures must also be made available to all customers, on request, and when they want to make a complaint.Added: October 2011BC-10.2.3
Islamic bank licensees are required to ensure that all financial services related documentation (such as financing documentation) provided to thecustomer includes a statement informing thecustomer of the availability of a simple and easy-to-use guide oncustomer complaints procedures in the event thecustomer is not satisfied with the services provided.Amended: July 2015
Amended: January 2012
Added: October 2011