‹ BC-9.1.3A BC-9.2 Documenting Customer Complaints Handling Procedures › BC-9.1.4 In the case of an overseas conventional bank licensee, a local complaints officer must be present and must report all complaints to the head office complaints unit. Amended: January 2012 October 2011 ‹ BC-9.1.3A BC-9.2 Documenting Customer Complaints Handling Procedures ›