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BPD Circular No. 17 of 2004 All Banks/DFIs, Dear Sirs, June 07, 2004
iv) The complaints must be responded within a period of 10 working days. Where a complaint requires
further investigation, an interim reply must be sent indicating the reasons for the time to be taken and expected date of action/response. However, in any case, the final reply may be sent within a period not exceeding 45 working days, barring cases where reasonable grounds exist on record for not complying within the prescribed time period. v) Regular audit of complaint unit/section must be conducted by internal auditors to check the performance, effectiveness and utility of unit/section. 3. In order to communicate to their customers and for expeditious resolution of complaints/grievances, the Banks/DFIs, within one month from the date of issuance of this circular, shall make appropriate arrangements to:a) Prepare a leaflet indicating the procedure for lodgment of a complaint and its resolution both in English and Urdu for the convenience of their customers and also post it on notice boards at each of their branch/office as also on their website (if available). b) Supply a copy of the leaflet to customers upon request. c) Make available copies of their internal complaint handling procedures, in each of their branches and offices to which customers have access for expeditious disposal of complaints. 4. Banks/DFIs must also ensure that where a complaint needs to be probed further the same may be investigated by an employee who is not directly involved with that particular complaint. The staff dealing with complaints should be provided appropriate training in order to enhance their skills in expeditious resolution of complaints and related matters/issues. 5. The complaints forwarded by State Bank of Pakistan should also be handled by the person/ section/unit as indicated at para 2(i), 2(ii) and 2(iv) above. The designated person shall be the contact person for SBP in this regard. 6. State Bank of Pakistan, during the course of inspection, would particularly check the performance, effectiveness and functioning of the Complaint Section. Strict action as per provisions of law shall be taken against the bank/DFI and the concerned staff members of the complaint section/unit for noncompliance of instructions and negligence in handling complaints. In determining the overall assessment/performance of the banks during the course of onsite inspection, the functioning of complaints section/unit, besides other, shall also be taken into account. 7. Please acknowledge receipt.
Yours faithfully,