GR-10 GR-10 Customer Complaints Procedures
GR-10.1 GR-10.1 General Requirements
GR-10.1.1
All
licensees must have appropriatecustomer complaints handling procedures and systems for effective handling of complaints, whether received directly by the licensee or through other parties connected to the licensee.Added: December 2018GR-10.1.2
Customer complaints procedures must be documented appropriately and theircustomers must be informed of their availability.Added: December 2018GR-10.1.3
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.Added: December 2018GR-10.1.4
The position of
customer complaints officer may be combined with that of compliance officer.Added: December 2018GR-10.2 GR-10.2 Documenting Customer Complaints Handling Procedures
GR-10.2.1
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.Added: December 2018GR-10.2.2
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.Added: December 2018GR-10.2.3
Licensees are required to ensure that all financial services related 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.Added: December 2018GR-10.3 GR-10.3 Principles for Effective Handling of Complaints
GR-10.3.1
Adherence to the following principles is required for effective handling of complaints:
Added: December 2018Visibility
GR-10.3.2
"How and where to complain" must be well publicised to
customers and other interested parties, in both English and Arabic languages.Added: December 2018Accessibility
GR-10.3.3
A complaints handling process must be easily accessible to all
customers and must be free of charge.Added: December 2018GR-10.3.4
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.Added: December 2018GR-10.3.5
Process information must be readily accessible and must include flexibility in the method of making complaints.
Added: December 2018GR-10.3.6
Support for
customers in interpreting the complaints procedures must be provided, upon request.Added: December 2018GR-10.3.7
Information and assistance must be available on details of making and resolving a complaint.
Added: December 2018GR-10.3.8
Supporting information must be easy to understand and use.
Added: December 2018Responsiveness
GR-10.3.9
Receipt of complaints must be acknowledged in accordance with Section GR-10.5 "Response to Complaints".
Added: December 2018GR-10.3.10
Complaints must be addressed promptly in accordance with their urgency.
Added: December 2018GR-10.3.11
Customers must be treated with courtesy.Added: December 2018GR-10.3.12
Customers must be kept informed of the progress of their complaint, in accordance with Section BC-10.5.Added: December 2018GR-10.3.13
If a
customer is not satisfied with alicensee's response, thelicensee must advise thecustomer on how to take the complaint further within the organisation.Added: December 2018GR-10.3.14
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: December 2018Objectivity and Efficiency
GR-10.3.15
Complaints must be addressed in an equitable, objective, unbiased and efficient manner.
Added: December 2018GR-10.3.16
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 licensee 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 .Added: December 2018GR-10.4 GR-10.4 Internal Complaint Handling Procedures
GR-10.4.1
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.Added: December 2018GR-10.4.2
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) NThe 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.Added: December 2018GR-10.5 GR-10.5 Response to Complaints
GR-10.5.1
A
licensee must acknowledge in writingcustomer written complaints within 5 working days of receipt.Added: December 2018GR-10.5.2
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.Added: December 2018Redress
GR-10.5.3
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.Added: December 2018GR-10.5.4
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.Added: December 2018GR-10.5.5
Where a
licensee decides that redress in a form other than compensation is appropriate, it must provide the redress as soon as practicable.Added: December 2018GR-10.5.6
Should the
customer that filed a complaint not be satisfied with the response received as per Paragraph GR-10.5.2, 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: December 2018GR-10.6 GR-10.6 Records of Complaints
GR-10.6.1
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.Added: December 2018GR-10.7 GR-10.7 Reporting of Complaints
GR-10.7.1
A
licensee must submit to the CBB's Consumer Protection Unit, 20 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: April 2020
Added: December 2018GR-10.7.2
The report referred to in Paragraph GR-10.7.1 must be sent electronically to complaint@cbb.gov.bh.
Amended: April 2020
Added: December 2018GR-10.7.3
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: December 2018GR-10.8 GR-10.8 Monitoring and Enforcement
GR-10.8.1
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).
Added: December 2018