Investigate and answer customer service complaints

Join each service complaint with the account activity, earlier replies and the responsible team's explanation of what happened. The grievance officer can decide between a correction and a reasoned response, and Customer Grievances replies before the regulatory deadline.

What this SOP does

For each service complaint, the bank joins the complaint with account events, prior replies and the responsible team's explanation. The grievance officer approves a correction or a reasoned response within regulatory timelines, and the resolution is shared with the servicing team.

People in the process

CCustomer GrievancesProcess Owner
CCustomer OperationsParticipating Team
BBranchParticipating Team
TTechnologyParticipating Team
GGrievance OfficerParticipating Team

The process is a starting point. The standards are yours.

Configure for the bank or lender’s category, permissions and applicable RBI directions. Outsourcing, customer conduct, recovery and reporting controls use the institution’s approved interpretation and delegated authority.

Keep the work connected.

Customer Grievances

Refer complaint rejections to the Internal Ombudsman

Before rejecting a complaint fully or partly, package the complaint, investigation findings, product terms relied on and proposed reply for independent review. Customer Grievances can send the final reply only after the Internal Ombudsman's decision is recorded.

Legal Recoveries

Choose SARFAESI, DRT or IBC from one enforcement file

When a loan defaults, bring the loan history, executed documents, security, certified statement of account, valuations and disputes into one account file. Legal Recoveries can confirm enforceability and limitation, and the recovery committee can choose the route before any notice issues.

CCRR

Legal Disputes

Defend borrower lawsuits from one approved fact record

When a borrower sues or escalates, reconcile signed terms, account statements, complaint history, notices and staff accounts into one approved fact record. Legal Disputes can track every filing deadline and counsel can plead consistent positions across consumer, civil and DRT forums.

OCE

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Order for the work. Room for the people.