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Location: Central Bank of Bahrain Volume 3—Insurance > Part A > Business Standards > BC Business and Market Conduct > BC-4 Customer Complaints Procedures > BC-4.3 Principles for Effective Handling of Complaints > Responsiveness
  • Responsiveness

    • BC-4.3.11

      Receipt of complaints must be acknowledged in accordance with Section BC-4.5 "Response to Complaints".

      Added: October 2011

    • BC-4.3.12

      Complaints must be addressed promptly in accordance with their urgency.

      Added: October 2011

    • BC-4.3.13

      Customers must be treated with courtesy.

      Added: October 2011

    • BC-4.3.14

      Customers must be kept informed of the progress of their complaint.

      Added: October 2011

    • BC-4.3.15

      If a customer is not satisfied with an insurance licensee'sG response, the insurance licenseeG must advise the customer on how to take the complaint further within the organisation.

      Added: October 2011

    • BC-4.3.16

      In the event that they are unable to resolve a complaint, insurance licenseesG must outline the options that are open to that customer to pursue the matter further, including, where appropriate, referring the matter to the Compliance Directorate at the CBB.

      Added: October 2011

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