BC-8.11.2

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Past version: Effective from 01 Apr 2008 to 30 Sep 2011
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On receiving complaints from customers (either orally or in writing), conventional bank licensees must:

(a) Acknowledge complaints promptly, and provide customers with an explanation about how the complaint will be handled and any actions required of the customer;

(b) Consider and handle complaints fairly and promptly, keeping customers informed of progress; and

(c) Provide final responses to customers’ complaints without undue delay.

Added: April 2008