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
BackText onlyPrint

You need the Flash plugin.

Download Macromedia Flash Player



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-10.2 Documenting Customer Complaints Handling Procedures > GR-10.2.3
  • GR-10.2 Documenting Customer Complaints Handling Procedures

    • GR-10.2.1

      In order to make customerG complaints handling procedures as transparent and accessible as possible, all licenseesG must document their customerG complaints handling procedures. These include setting out in writing:

      (a) The procedures and policies for:
      (i) Receiving and acknowledging complaints;
      (ii) Investigating complaints;
      (iii) Responding to complaints within appropriate time limits;
      (iv) Recording information about complaints;
      (v) Identifying recurring system failure issues;
      (b) The types of remedies available for resolving complaints; and
      (c) The organisational reporting structure for the complaints handling function.
      Added: December 2018

    • GR-10.2.2

      LicenseesG must provide a copy of the procedures to all relevant staff, so that they may be able to inform customersG . A simple and easy-to-use guide to the procedures must also be made available to all customersG , on request, and when they want to make a complaint.

      Added: December 2018

    • GR-10.2.3

      LicenseesG are required to ensure that all financial services related documentation provided to the customerG includes a statement informing the customerG of the availability of a simple and easy-to-use guide on customerG complaints procedures in the event the customerG is not satisfied with the services provided.

      Added: December 2018

Back to top