IA-3.2.1
The
a) Have in place a system for recording and monitoring complaints;
b) Ensure that the website contains details of complaints handling procedures and provides a facility to the customer to log complaints online;
c) Ensure that communication of clients in any form, written/phone/email/messaging etc. are acknowledged promptly in accordance with the requirements stated in Paragraph BC-4.5.1;
d) Ensure that the grievance is resolved to the fullest satisfaction of the client;
e) Ensure that responses are sent to the customer on the resolution of the grievance, and the customer is informed of the further redress procedure available to him; and
f) Ensure that complaints are attended to at senior management level.
October 2019