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COMPLAINT HANDLING IN CENTRAL BANK TOOLKIT
4.2. PROCESS
in a country, FSP’s products and services, complaint handling framework at central banks, procedures, data protection issues, ethics, technical skills related to the tools used in the process, etc.
The Framework provides the process map for complaint handling in central banks with clear instructions for each stage. Figure 7 provides more details and tips to organize each stage of complaint handling in a more efficient way.
The implementation of training programs can differ among countries and institutions. One example is the United Kingdom’s Financial Ombudsman Service’s training academy which takes four months of extensive skill development and hands-on workshops.16
FIGURE 7: PROCESS MAP FOR COMPLAINT HANDLING
A
B
C
D
E
RECEIPT AND RECORDING OF COMPLAINT
SCREENING OF COMPLAINTS
COMPLAINT INVESTIGATION AND RESOLUTION
PROVIDE AVENUE FOR APPEAL
REPORTING AND ENFORCEMENT
1. Determine if the complaint can be resolved quickly and easily by recipient 2. To acknowledge complaints through emails, phone, letter 3. Provide reference number and date
1. Assess if the complaint is valid (if invalid, reject with reasoning) 2. Assess whether the FSP was initially engaged 3. Screen complains according to priorities and importance.
4. Provide anticipated time for final response
1. Resolution by negotiation, mediation etc. 2. Resolution through investigation 3. Resolution by soliciting for evidence from complainants, concerned FSPs etc. 4. Convey the resolution status to the Complainant(s) 5. Provide the reason (s) if the decision goes against the complainant and close the file
16 Financial Ombudsman Service, Training Academy.
1. Provide scope for appeal if resolution is not satisfactory to the complainant(s) 2. Review the resolution process and decision by the higher authority
1. Ensure all the data and documentation are properly collected 2. Analyse the complaint data and provide insights in form of reports to various stakeholders 3. Use these insights to inform market conduct supervision
