The Bank’s purpose is to build a positive client experience and enhance client service satisfaction during the complaint handling process. The documents governing the issues related to complaints are the product rules and the “Complaints Handling Instructions”. The results of adopting this policy are manifested by higher client satisfaction with complaints handling, shorter complaints examination, delegating more powers to employees who have been trained on the principles of straight forward client communication. The risks associated with the failure to adhere to the policy include the loss of reputation, legal and financial risks stemming from the “Act on complaint examination by financial market entities and on the Financial Ombudsman”.
Clients can submit a complaint through several channels: in the branch, by phone, through electronic banking and by mail. Clients who are especially active are invited to participate in tests and give opinions on new products and system solutions. All problems reported by clients are subject to analysis. The conclusions from analyzing complaints and client suggestions are taken into consideration when streamlining products and services. 190 initiatives were collected in 2018 in the Voice of Customer (VOC) program to eliminate the causes of complaints; 81 of them were implemented (or partially implemented), while 104 of them are in the process of being implemented.