Transforming Complaint Management for Bahrain Banks in compliance with CBB guidelines
The CBB guidelines (GR-10 Customer Complaints Procedures) for complaint management for banks call for an efficient system to manage the lifecycle of a complaint. The CBB guidelines (GR-10 Customer Complaints Procedures) outline a comprehensive approach for efficient complaint management in banks. It emphasizes the importance of allowing customers to submit complaints online through various channels, providing timely acknowledgment and reference numbers, enabling online tracking of complaint status, and sending regular notifications via email or SMS. The guidelines set specific time frames for acknowledging and closing complaints, with a provision for customers to escalate issues to the CBB Customer Protection Unit if dissatisfied. Banks are required to submit quarterly reports to the CBB’s Consumer Protection Unit, and all complaint records must be retained for five years. Overall, the guidelines aim to ensure a transparent and effective complaint resolution process. 10xDS implemented a custom-made solution based on the Microsoft Power platforms stack for a leading Bank in Bahrain addressing the CBB guidelines for the digital system for complaint management. Our solution, built on the Microsoft Power Platforms stack, aligns seamlessly with the CBB guidelines for digital complaint management systems. It ensures comprehensive tracking of the complaint and inquiry management lifecycle, maintaining thorough audit trails and recording customer communications at all levels. The system adeptly tracks escalations, monitors progress, and records resolutions, while implementing restricted permissions to confirm complaint resolutions securely. Integrations for authentications and authorizations enhance the system’s robustness, and automated acknowledgment messages are sent to customers. The solution further emphasizes generating detailed reports and analytics, contributing to a streamlined and efficient digital complaint management process.