Procedures for Staff Complaints

Introduction

At ZB Bank, we are committed to providing exceptional service to our customers. However, we acknowledge that sometimes things may not go as planned, and our customers may have concerns or complaints. The following procedures are designed to ensure that all complaints are handled in a professional, confidential, and efficient manner.

Step 1: Complaint Receipt

• Any staff member who receives a complaint must acknowledge it promptly, whether it is received verbally, in writing, or electronically.
• The staff member should provide the complainant with a reference number and an estimated time frame for resolution.

Step 2: Recording the Complaint

• The complaint must be recorded in the Complaints Register for tracking purposes.
• Details to record include the complainant’s name, contact information, the nature of the complaint, and the date received.

Step 3: Assessment and Investigation

• The complaint should be assessed to determine its validity and urgency.
• An investigation must be initiated to gather all relevant facts and viewpoints. This may involve interviewing staff, reviewing documents, or other appropriate actions.

Step 4: Resolution and Response

• Once the investigation is complete, a resolution should be proposed and approved by the relevant department head.
• The complainant must be informed of the outcome and the steps taken to resolve the complaint.

Step 5: Follow-Up

• A follow-up should be conducted with the complainant to ensure that they are satisfied with the resolution.
• If the complainant is not satisfied, the matter should be escalated to the next level of management.

Step 6: Review and Improvement

• All complaints and their resolutions should be reviewed periodically to identify any trends or systemic issues.
• Recommendations for improvements should be made to prevent future complaints.

Conclusion:

ZB Bank values feedback from our customers as it helps us improve our services. By following these procedures, we can address complaints effectively and maintain the trust and confidence of our customers.

Note: These procedures are a general guide and may need to be adapted to specific situations or in accordance with any regulatory requirements. It is important for all staff members to be familiar with these procedures and to follow them consistently. Compliance with these procedures will be monitored and non-adherence may result in disciplinary action. Thank you for your cooperation and commitment to customer satisfaction.