BC-4 BC-4 Customer Complaints Procedures
BC-4.1 BC-4.1 General Requirements
BC-4.1.1
All
licensees must have appropriatecustomer complaints handling procedures and systems for effective handling of complaints.January 2014BC-4.1.2
Customer complaints procedures must be documented appropriately and theircustomers must be informed of their availability.January 2014BC-4.1.3
All
licensees must appoint acustomer complaints officer and publicise his/ her contact details at all departments and branches and on thelicensee's website. Thecustomer complaints officer must be of a senior level at thelicensee and must be independent of the parties to the complaint to minimise any potential conflict of interest.January 2014BC-4.1.4
The position of
customer complaints officer may be combined with that of compliance officer.January 2014BC-4.2 BC-4.2 Documenting Customer Complaints Handling Procedures
BC-4.2.1
In order to make
customer complaints handling procedures as transparent and accessible as possible, alllicensees must document theircustomer 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.January 2014BC-4.2.2
Licensees must provide a copy of the procedures to all relevant staff, so that they may be able to informcustomers . A simple and easy-to-use guide to the procedures must also be made available to allcustomers , on request, and when they want to make a complaint.January 2014BC-4.2.3
Licensees are required to ensure that all financial services related documentation (such as credit facility 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.January 2014BC-4.3 BC-4.3 Principles for Effective Handling of Complaints
BC-4.3.1
Adherence to the following principles is required for effective handling of complaints:
January 2014Visibility
BC-4.3.2
"How and where to complain" must be well publicised to
customers and other interested parties, in both English and Arabic languages.January 2014Accessibility
BC-4.3.3
A complaints handling process must be easily accessible to all
customers and must be free of charge.January 2014BC-4.3.4
While a
licensee's website is considered an acceptable mean for dealing withcustomer complaints, it should not be the only means available tocustomers as not allcustomers have access to the internet.January 2014BC-4.3.5
Process information must be readily accessible and must include flexibility in the method of making complaints.
January 2014BC-4.3.6
Support for
customers in interpreting the complaints procedures must be provided, upon request.January 2014BC-4.3.7
Information and assistance must be available on details of making and resolving a complaint.
January 2014BC-4.3.8
Supporting information must be easy to understand and use.
January 2014Responsiveness
BC-4.3.9
Receipt of complaints must be acknowledged in accordance with Section BC-4.5 "Response to Complaints".
January 2014BC-4.3.10
Complaints must be addressed promptly in accordance with their urgency.
January 2014BC-4.3.11
Customers must be treated with courtesy.January 2014BC-4.3.12
Customers must be kept informed of the progress of their complaint, in accordance with Section BC-4.5.January 2014BC-4.3.13
If a
customer is not satisfied with alicensee's response, thelicensee must advise thecustomer on how to take the complaint further within the organisation.January 2014BC-4.3.14
In the event that they are unable to resolve a complaint,
licensees must outline the options that are open to thatcustomer to pursue the matter further, including, where appropriate, referring the matter to the Consumer Protection Unit at the CBB.Amended: April 2020
Added: January 2014Objectivity and Efficiency
BC-4.3.15
Complaints must be addressed in an equitable, objective, unbiased and efficient manner.
January 2014BC-4.3.16
General principles for objectivity in the complaints handling process include:
(a) Openness:
The process must be clear and well publicised so that both staff andcustomers can understand;(b) Impartiality:(i) Measures must be taken to protect the person the complaint is made against from bias;(ii) Emphasis must be placed on resolution of the complaint not blame; and(iii) The investigation must be carried out by a person independent of the person complained about;(c) Accessibility:(i) The bank must allowcustomer access to the process at any reasonable point in time; and(ii) A joint response must be made when the complaint affects different participants;(d) Completeness:
The complaints officer must find relevant facts, talk to both sides, establish common ground and verify explanations wherever possible;(e) Equitability:
Give equal treatment to all parties;(f) Sensitivity:
Each complaint must be treated on its merits and paying due care to individual circumstances;(g) Objectivity for personnel — complaints handling procedures must ensure those complained about are treated fairly which implies:(i) Informing them immediately and completely on complaints about performance;(ii) Giving them an opportunity to explain and providing appropriate support;(iii) Keeping them informed of the progress and result of the complaint investigation;(iv) Full details of the complaint are given to those the complaint is made against prior to interview; and(v) Personnel must be assured they are supported by the process and should be encouraged to learn from the experience and develop a better understanding of the complaints process;(h) Confidentiality:(i) In addition tocustomer confidentiality, the process must ensure confidentiality for staff who have a complaint made against them and the details must only be known to those directly concerned;(ii)Customer information must be protected and not disclosed, unless thecustomer consents otherwise; and(iii) Protect thecustomer andcustomer's identity as far as is reasonable to avoid deterring complaints due to fear of inconvenience or discrimination;(i) Objectivity monitoring:
Licensees must monitor responses tocustomers to ensure objectivity which could include random monitoring of resolved complaints;(j) Charges:
The process must be free of charge tocustomers ;(k)Customer Focused Approach:(i)Licensees must have acustomer focused approach;(ii)Licensees must be open to feedback; and(iii)Licensees must show commitment to resolving problems;(l) Accountability:
Licensees must ensure accountability for reporting actions and decisions with respect to complaints handling;(m) Continual improvement:
Continual improvement of the complaints handling process and the quality of products and services must be a permanent objective of thelicensee .January 2014BC-4.4 BC-4.4 Internal Complaint Handling Procedures
BC-4.4.1
A
licensee's internal complaint handling procedures must provide for:(a) The receipt of written complaints;(b) The appropriate investigation of complaints;(c) An appropriate decision-making process in relation to the response to acustomer complaint;(d) Notification of the decision to thecustomer ;(e) The recording of complaints; and(f) How to deal with complaints when a business continuity plan (BCP) is operative.January 2014BC-4.4.2
A
licensee's internal complaint handling procedures must be designed to ensure that:(a) All complaints are handled fairly, effectively and promptly;(b) Recurring systems failures are identified, investigated and remedied;(c) The number of unresolved complaints referred to the CBB is minimised;(d) The employee responsible for the resolution of complaints has the necessary authority to resolve complaints or has ready access to an employee who has the necessary authority; and(e) Relevant employees are aware of thelicensee's internal complaint handling procedures and comply with them and receive training periodically to be kept abreast of changes in procedures.January 2014BC-4.5 BC-4.5 Response to Complaints
BC-4.5.1
A
licensee must acknowledge in writingcustomer written complaints within 5 working days of receipt.January 2014BC-4.5.2
A
licensee must respond in writing to acustomer complaint within 4 weeks of receiving the complaint, explaining their position and how they propose to deal with the complaint.January 2014Redress
BC-4.5.3
A
licensee should decide and communicate how it proposes (if at all) to provide thecustomer with redress. Where appropriate, thelicensee must explain the options open to thecustomer and the procedures necessary to obtain the redress.January 2014BC-4.5.4
Where a
licensee decides that redress in the form of compensation is appropriate, thelicensee must provide the complainant with fair compensation and must comply with any offer of compensation made by it which the complainant accepts.January 2014BC-4.5.5
Where a
licensee decides that redress in a form other than compensation is appropriate, it must provide the redress as soon as practicable.January 2014BC-4.5.6
Should the
customer that filed a complaint not be satisfied with the response received as per Paragraph BC-4.5.2, he can forward the complaint to the Consumer Protection Unit at the CBB within 30 calendar days from the date of receiving the letter.Amended: April 2020
Added: January 2014BC-4.6 BC-4.6 Records of Complaints
BC-4.6.1
A
licensee must maintain a record of allcustomers' complaints. The record of each complaint must include:(a) The identity of the complainant;(b) The substance of the complaint;(c) The status of the complaint, including whether resolved or not, and whether redress was provided; and(d) All correspondence in relation to the complaint. Such records must be retained by thelicensees for a period of 5 years from the date of receipt of the complaint.January 2014BC-4.7 BC-4.7 Reporting of Complaints
BC-4.7.1
A
licensee must submit to the CBB’s Consumer Protection Unit, 30 days after the end of the quarter, a quarterly report summarising the following:(a) The number of complaints received;(b) The substance of the complaints;(c) The number of days it took thelicensee to acknowledge and to respond to the complaints; and(d) The status of the complaint, including whether resolved or not, and whether redress was provided.Amended: January 2022
Amended: April 2020
Added: January 2014BC-4.7.2
The report referred to in Paragraph BC-4.7.1 must be sent electronically to complaint@cbb.gov.bh.
Amended: April 2020
Added: January 2014BC-4.7.3
Where no complaints have been received by the licensee within the quarter, a 'nil' report should be submitted to the CBB's Consumer Protection Unit.
Amended: April 2020
Added: January 2014BC-4.8 BC-4.8 Monitoring and Enforcement
BC-4.8.1
Compliance with these requirements is subject to the ongoing supervision of the CBB as well as being part of any CBB inspection of a licensee. Failure to comply with these requirements is subject to enforcement measures as outlined in Module EN (Enforcement).
January 2014