Complaints Management Guidelines

In accordance with the Banking Services Act- Code of Conduct, 2016 and in compliance with generally acceptable complaint management standards, NCB has established a centralised complaints handling team and implemented an Enterprise Complaint Management System (CMS) and framework to facilitate the logging, tracking and management of all complaints received across the Group.

This policy document applies to all complaints received from customers irrespective of the channel used to register the complaint.

The Group’s Complaint Management Framework is intended to:

1. Provide a framework to guide employees in handling customer complaints

2. Ensure consistency within the NCB Group in handling and resolving complaints

3. Ensure that staff members are aware of their responsibilities and are empowered to manage complaints

4. Ensure adherence to regulatory requirements

The full procedure document can be view here - Complaints Management - Standard Operating Procedures