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-10.3 Principles for Effective Handling of Complaints > Accessibility > GR-10.3.8
  • Accessibility

    • GR-10.3.3

      A complaints handling process must be easily accessible to all customersG and must be free of charge.

      Added: December 2018

    • GR-10.3.4

      While a licensee'sG website is considered an acceptable mean for dealing with customerG complaints, it should not be the only means available to customersG as not all customersG have access to the internet.

      Added: December 2018

    • GR-10.3.5

      Process information must be readily accessible and must include flexibility in the method of making complaints.

      Added: December 2018

    • GR-10.3.6

      Support for customersG in interpreting the complaints procedures must be provided, upon request.

      Added: December 2018

    • GR-10.3.7

      Information and assistance must be available on details of making and resolving a complaint.

      Added: December 2018

    • GR-10.3.8

      Supporting information must be easy to understand and use.

      Added: December 2018

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