Bangladesh Bank has asked the scheduled banks to set up customer services and complaint management cells at their headquarters and regional offices by November 15 this year to settle complaints from clients in the quickest possible time. The BB issued a circular to managing directors and chief executive officers of all banks on Tuesday saying that the central bank had earlier issued guidelines to settle complaints from clients quickly and the banks would have to implement the guidelines by November 15.
According to the guidelines, the scheduled banks would have to set up ‘central customer service and complaint management cell’ at their head offices and managing directors of the banks would lead the cells. The banks will have to attach their senior officials with the cells.
The regional offices of the banks will have to set up regional complaint management cells and the cells will monitor the complaint management desks to be set up at the branches of the banks.
The BB circular asked the banks to inform the central bank by November 15 about their implementation status of the BB’s directive.
The banks will have to settle complaints made by their clients between two days and three weeks, according to the BB directive.
The central customer service and complaint management cells of the banks will have to arrange quarterly meeting to solve the structural weakness of complaint settlement at their respective banks.
The cell will prepare a half-yearly statement over the ratio of settled and unsettled complaints of a bank.
The statement will be placed before the board of directors of the bank.
Besides, the cell will recommend the board to improve the standard of the bank’s products, the BB guidelines said.
The central complaint management cells will have to implement the compliance set by the central bank in all regional offices and branches.
The regional complaint management cells will take initiative to settle the complaints made by clients at their respective branches in due time.
The regional management cells of a bank will have to arrange meeting in every quarter with the complaint management desk officials of the branches of the bank.
The banks will have to display the contact details including names, complete address, telephone number, fax number, e-mail address of the officials of complaint cells in the prominent place of the branches.
The BB asked the banks to display their rate of interest of the savings and deposit products at the prominent places of their branches.
-With New Age input
