CBB Volume 5: Contents

Central Bank of Bahrain Volume 5—Specialised Licensees
Specific Modules (By Type of Licensee)
Type 7: Ancillary Service Providers
Part A
High Level Standards
GR Ancillary Service Providers General Requirements Module
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Location: Central Bank of Bahrain Volume 5—Specialised Licensees > Specific Modules (By Type of Licensee) > Type 7: Ancillary Service Providers > Part A > High Level Standards > GR Ancillary Service Providers General Requirements Module > GR-10 Customer Complaints Procedures > GR-10.1 General Requirements > GR-10.1.3
  • GR-10.1 General Requirements

    • GR-10.1.1

      All licenseesG must have appropriate customerG 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 2018

    • GR-10.1.2

      CustomerG complaints procedures must be documented appropriately and their customersG must be informed of their availability.

      Added: December 2018

    • GR-10.1.3

      All licenseesG must appoint a customerG complaints officer and publicise his/ her contact details at all departments and branches and on the licensee'sG website. The customerG complaints officer must be of a senior level at the licenseeG and must be independent of the parties to the complaint to minimise any potential conflict of interest.

      Added: December 2018

    • GR-10.1.4

      The position of customerG complaints officer may be combined with that of compliance officer.

      Added: December 2018

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