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 > Responsiveness > GR-10.3.11
  • Responsiveness

    • GR-10.3.9

      Receipt of complaints must be acknowledged in accordance with Section GR-10.5 "Response to Complaints".

      Added: December 2018

    • GR-10.3.10

      Complaints must be addressed promptly in accordance with their urgency.

      Added: December 2018

    • GR-10.3.11

      CustomersG must be treated with courtesy.

      Added: December 2018

    • GR-10.3.12

      CustomersG must be kept informed of the progress of their complaint, in accordance with Section BC-10.5.

      Added: December 2018

    • GR-10.3.13

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

      Added: December 2018

    • GR-10.3.14

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

      Added: December 2018

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