Central Bank of Bahrain: Customers Complaints Report - February to March 2017

Transcription

1. Customer Complaints Report February & March 2017
2. Customer Complaints Report February & March 2017 Production: Compliance Directorate Central Bank of Bahrain PO Box 27, Manama Kingdom of Bahrain www.cbb.gov.bh The Customers Complaints Report is a monthly report prepared by the Compliance Directorate. It is available in PDF format in the Publications and Data section at http://www.cbb.gov.bh.
3. Customer Complaints Report February & March 2017 Contents 1. Introduction..........................................................................................................1 2. Concentration of Complaints by Financial Institution (FI) .................................2 3. Nature of Complaints ...........................................................................................3 4. Status of Complaints ............................................................................................4
4. Customer Complaints Report February & March 2017 1. Introduction The Compliance Directorate “CD” received 3 complaints in the month of February 2017, and one complaint in the month of March 2017. The following graph illustrates the monthly complaints received from 1st January – 31st March 2017. Number of Complaints Monthly Complaints for Year 2017 5 4 4 3 3 2 2 1 1 0 4 3 1 January February 1 March
5. Customer Complaints Report February & March 2017 2. Concentration of Complaints by Financial Institution (FI) The complaints received in the month of February and March 2017 were reported with respect to the following financial institutions as illustrated in the graph below: No. of Complaints by FI (February & March 2017) Number of Complaints 6 5 4 3 3 2 1 1 0 Standard Chartered Bank Al Baraka Islamic Bank Financial Institutions 2
6. Customer Complaints Report February & March 2017 3. Nature of Complaints The following chart demonstrates the nature of complaints received by the CD during the months of February & March 2017. Number of Complaints No. of Complaints by Nature (February & March 2017) 5 4 3 2 2 1 1 Early Settlment Cash Deposit 1 0 ATM Card Issuance Nature of Complaint Following are detailed classifications on the nature of complaints: 3.1 ATM Card Issuance: The CD received 2 complaints (50% of total complaints) regarding refusal of ATM card issuance by the bank to a customer although the customer maintains an existing account with the bank. Complaints regarding ATM card issuance was specific to Standard Chartered Bank. 3.2 Early Settlement: The CD received 1 complaint (25% of total complaints) regarding the refusal of a bank to grant its customer an early settlement of a loan. Complaint regarding early settlement was specific to Al Baraka Islamic Bank. 3.3 Cash Deposit: The CD received 1 complaint (25% of total complaints) regarding cash deposited by the customer via an ATM machine and was not reflected in his account balance until 9 days later. Complaint regarding cash deposit was specific to Standard Chartered Bank. 3
7. Customer Complaints Report February & March 2017 4. Status of Complaints All the complaints received in February & March 2017 have been resolved. 4