Course details
Customer grievance and redress mechanisms are areas of increasing business and regulatory concern for the financial services sector. We have been tracking CBB requirements of banks to establish standardised customer complaint and dispute resolution measures as a priority subject to sanctions and penalties for failure to do so. This is the subject of many CBB circulars recently and has been a common discussion element in the Bahrain Compliance and AML practitioners' group meetings to develop a uniform standard. The challenge is that all efforts in this area tends to focus narrowly on the requirements yet loses sight of the objectives for dispute resolution. This course is being structured carefully to focus on the objectives of good dispute resolution in the industry which is to build standards as well as retain relationships after the dispute event.
Learning Outcomes
On successful completion of this course, participants will be able to:
- Understand the law governing banker-customer relations
- Appreciate the inequitable standard form contracts; and absence of appropriate redress mechanisms
- Understand the code of good banking practice; internal complaints handling procedure in each bank
- Develop an alternative dispute resolution mechanism for the entire banking Industry
Target Audience
Employees of the financial and related industry, who have not participated in any related AML/Compliance session; newly employed personnel before handling any responsibility related to account opening; account or transaction management; tellers; front desk staff
Entry Requirements
None required
Updated on 08 November, 2015Course Location
About Bahrain Institute for Banking & Finance
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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