Non-banks asked to form complaint cells at headquarters, branches
The Bangladesh Bank today asked non-bank financial institutions to form 'complaint cell' at their head offices and branches to resolve the complaints of clients.
The central bank had earlier asked NBFIs to form the cell, but many of them have not taken any initiative yet.
So, the banking regulator issued a notice to this end, a BB official said.
The number of complaints has been on the increase since NBFIs have not resolved those on time, the notice said.
Many NBFIs even do not receive the complaints of customers when some others do not follow the central bank rules while resolving the complaints.
The BB ordered NBFIs to comply with its "Customer Service and Complaint Management Regulations" while addressing the complaints.
If any NBFI require excessive time to resolve complaints, it will have to give update to this end to customers.
The name of officials dedicated to resolve the complaints will have to be displayed at the suitable spot of branches, regional and head offices of NBFIs so that clients can communicate with them easily.
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