Complaint Management And Dispute Resolution In Banks Bahrain Institute for Banking & Finance

Central Bank licensees are obliged to comply with its regulations regarding complaint management and dispute resolution in banks. This is an area of increasing business and regulatory concern for the financial services sector. As part of the Consumer Code of best practice, the CBB mandates that customers should be treated fairly, and appropriate and speedy resolution should be accorded to customer complaints in banks. The banks not only need to comply with the Central Bank?s regulations, but with their own internal rules to have robust policies and procedures to deal swiftly with customer complaints, to satisfy customers and retain them through pro-active service recovery and to inculcate a service culture that focuses on dispute resolution. This course will aim to equip inpiduals with the relevant knowledge and skill sets to comply with regulations and build a robust complaint management process.

Learning Outcomes

Upon the completion of this course, the participant will be able to:

  • Measure efficacy of complaint handling in the organization and benchmarking
  • Develop a set of complaint related KPI’s and ways to measure, track and improve the complaint handling processes
  • Build an efficient culture through service recovery
  • Use complaints data to build better processes, products and services

Target Audience

Complaint Officers, frontline staff and back office staff and management staff responsible for service quality and compliance

Entry Requirements

None required

We_They plays a vital role in the training and development of human capital in the Kingdom of Bahrain. Our commitment to excellence has strengthened our position as the top provider of quality education across all major business disciplines. We serve as a partner to numerous world-class institutions; delivering thought leadership, research and advisory, assessment and training in the areas of Accounting and Finance, Academic, Executive Development, Banking, Leadership and Management, Insurance, Islamic Finance and Information Technology; resulting in a complete business solution.

We_They covers a wide spectrum of subject matter, with over 300 different courses offered to the financial and corporate market; tailor-made training solutions based on organisational requirements; specialised programmes taught by leading market specialists; and professional qualifications and degree programmes in partnership with major international organisations.

We_They continues to exceed global benchmarks for many of the qualifications it offers with its affiliates.

Since its inception in 1981, We_They has grown from training 450 applicants a year primarily within the banking industry, to 20,000 drawing participants from all sectors of the economy, and are proud to have qualified over 200,000 learners in the last 3 decades.

Our faculty comprise of market practitioners, academics and qualified senior industry professionals. Their perse backgrounds ensure an enriched participant experience, striking the perfect balance between theory and practice.

We_They has made its mark internationally with clients in Asia, Africa, Europe, USA and the Middle East, well on its way to becoming the global institute of choice.

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