CCBEL - National Bank of the Republic of Belarus (‘NBRB’) - Complaints definition and categorisation in the context of Belarusian legislation.-
According to Belarusian legislation there is no such as thing an “informal” complaint. At the same time, very specific conditions must be met for a complaint to be considered as “formal” or official.
From legal perspective, all communications containing clear expressions of dissatisfaction or mentions of potential legal actions that we receive from Customers are to be considered as queries/enqyres and can’t be recognised as a formal complaints.
These can be received via our standard means such as Chat, Email, Social Media or Call.
Nonetheless, according to our Company’s internal policies and in order to provide and maintain the highest possible level of Customer satisfaction, such cases are treated and referred to internally as informal complaints.
All unresolved potential complaints must be escalated to the Compliance department and dealt with accordingly.
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