A system for collecting complaints from customers of banks and financial institutions has been set up. The Banking and Finance Board (CBF) announced Tuesday that the new system will complement the regulatory framework already in place.
A toll-free number, “80 100 280”, has been set up to receive complaints from customers on issues that have not been resolved through traditional regulatory channels. It is open from 7.45 to 17.30, Monday to Friday.
A citizens’ area has been created, with interaction links available on social media and on the official CBF website.
This new claims service is designed to make it easier for customers of banks, leasing companies and factoring companies to deal with their various outstanding claims.
It is also part of a plan to increase proximity with the various customers of banking and financial institutions in order to avoid any possible misunderstandings, according to the CBF.
The CBF reminded customers of the current regulatory procedure for receiving complaints in banks, leasing and factoring companies, including the stages involved.
Firstly, and in accordance with the regulations in force, customers can send their complaints to the banks and financial institutions concerned via the institution’s dedicated e-mail box, the online form or by hand delivery to the institution’s branches or head office.
In the second stage, if the bank or financial institution has not replied within 15 days, the customer can use the other regulatory means made available by the institution to deal with the complaint.
With regard to the new approach initiated by the CBF, once the regulatory procedure has been completed, customers can contact the CBF and submit their complaint through the two channels mentioned above.
