The document outlines the bank's complaint handling process in 5 steps: 1. Customers can make complaints through various touchpoints and front office staff determine if it's a complaint. 2. Staff capture details of the complaint in the CRM system and provide the expected resolution time. 3. When logged, the system notifies the resolver and includes estimated resolution time based on department SLAs. 4. Tickets escalate if unresolved past the SLA and the initiator, resolver, and manager are notified. 5. Tickets close after customers confirm resolution, or re-open if unsatisfied.

1. Complaint Handling Process:
All our customers are expected to make a formal or informal complaint through any of our
customer touchpoints available and convenient to them; eg Branches, Contact Centre,
Website, our social media platforms, Campaign Feedback, Complaints via Regulator etc.
There are 5 generic steps in complaint resolution that informed the creation of the Natcare
platform (Customer relationship management system) namely;
Receive Log Acknowledge Resolve Close
Customer called back
to confirm they are
contended with
ticket resolution.
Natcare is a central platform that is accessed by all staff members to login, manage and
track all customer related queries and complaints.
The system is embedded with SLAs from the various departments within the Bank and once
an issue is logged in; the system is intelligent enough to give an estimated time frame when
the issue will be resolved.
Escalation also happens up to Director Level incase a complaint resolution violates TAT.

2. Complaint Handling Process:
• Customers are required to make a
complaint at any of our touch
points available to them.
• Our Customer facing staff at the
front office after listening to the
customer are able to tell whether
the customer issue is a complaint
or not after interrogating the
customer.

3. Complaint Handling Process:
• The bank staff involved in the
customer interactions when the
complaints are received are
responsible for capturing into the
system the Complaint and
gathering as much information as
possible from the customer to
enable the complaint resolver
address the issue.
• After capturing the complaint in
the system, they communicate to
the client the expected time of
resolution of their complaint.

4. Complaint Handling Process:
• When a Complaint is logged into
the system, the resolver is usually
automatically notified of a pending
task in his/her queue to resolve.
• If the Complaint is not addressed
within the embedded SLA, it
automatically escalates to the line
manager, and sends a notification
on Email to the ticket initiator,
ticket resolver and the resolver line
manager.

5. Complaint Handling Process:
• After a Complaint is resolved, the
ticket is closed once the customer
is contacted by a bank
representative and notified of the
resolution/action taken.
• If the Customer is not satisfied with
the resolution, at this point the
ticket is re-opened and the cycle
starts afresh.