Says the move to help clients select better banks
Bangladesh Bank will rate the customer services of the scheduled banks to help clients’ select better banks in getting banking services, said officials of the central bank, said officials of the central bank. The BB asked the banks to make separate customer service guidelines in a bid to solve the clients’ complaints in the quickest possible time, they said. The direction and decision came from a meeting between the BB and the scheduled banks held at the central bank headquarters in the capital. BB executive director SM Moniruzzaman presided over the meeting while senior officials of the central bank and the scheduled banks attended the meeting.
The BB informed the banks in the meeting that the central bank would prepare a customer services guideline to set a minimum standard for the customer services of the scheduled banks and to control their (banks) services, a BB official told New Age on Wednesday.
He said that the BB would prepare its guidelines within the next six months.
The clients will understand which banks may provide better services them if the BB labels the banks with the customer services ratings, the official said.
The banks, which will be able to attain better ratings from the BB, will be able to attract the customers easily and their business will also flourish, he said.
The BB criticised some banks which were yet to appoint dedicated officials for their complaint cells, he said.
The BB asked the banks to appoint dedicated officials in their complaint cells and not to use them in other regular banking activities, he said.
The central bank gave direction the banks to provide the officials of the complaint cells with all kinds of logistic support, such as telephone, mobile phone, computer, he said.
The BB asked the banks to provide information immediately when its (central bank) client interest protection centre or customer services division would seek any document against the complaints of the clients.
The BB asked the banks to implement the central bank directions and compliance in the quickest possible time when the central bank would give instructions after a solved complaint.
The complaint cells of the
banks will have to resolve the clients’ complaints immediately against their institutions.
The BB instructed the banks to put up the address and the phone numbers of the complaint cells’ officials on the respective banks’ web sites and the branch offices, another BB official said.
The banks will also have to publish advertisements in the print and the electronic media about their complaint cells in a bid to make their clients aware of the services, he said.
He said that Standard Chartered Bank, Eastern Bank and BRAC Bank had already prepared the customer services guidelines and they had showed a power point presentation about their guidelines in the meeting.
The BB suggested that the other banks get help from the three banks when they would prepare their guidelines for customer services, he said.
-With New Age input
