Ombudsman
Ombudsman
we are committed to ensuring a fair and transparent resolution process for any grievances or disputes that our customers may encounter. As part of our dedication to customer satisfaction, we have established an Ombudsman office to provide an independent and impartial platform for resolving complaints and addressing customer concerns. Our Ombudsman plays a crucial role in upholding our commitment to customer-centricity and service excellence.
Key features of our Ombudsman service include:
- Independence: Our Ombudsman operates independently within the organization, reporting directly to senior management and having no hierarchical or operational influence that could compromise their impartiality. This ensures that customers can trust in the fairness and objectivity of the Ombudsman's decisions.
- Accessibility: We have established a dedicated Ombudsman office that is easily accessible to our customers. We provide multiple channels for customers to reach out, including telephone helplines, email, and physical correspondence. Our goal is to make the Ombudsman process convenient and hassle-free for customers seeking resolution.
- Impartial Mediation: The role of our Ombudsman is to mediate and facilitate a resolution between the customer and the financial institution. The Ombudsman acts as a neutral third party, carefully reviewing all relevant information and engaging in constructive dialogue with both parties to find a fair and mutually agreeable solution.
- Fair Dispute Resolution: Our Ombudsman is empowered to investigate complaints thoroughly, considering all relevant aspects and evidence provided by both the customer and the financial institution. The Ombudsman assesses the complaint based on applicable laws, regulations, and internal policies, ensuring a fair and just outcome.
- Speedy Resolution: We understand the importance of resolving disputes in a timely manner. Our Ombudsman office is committed to expediting the resolution process, aiming to resolve complaints as efficiently as possible. This helps minimize any inconvenience or disruption experienced by our customers.
- Transparent Communication: Our Ombudsman ensures open and transparent communication with both the customer and the financial institution throughout the resolution process. Regular updates are provided to keep all parties informed of the progress, actions taken, and proposed solutions. This transparency builds trust and confidence in the Ombudsman's role and decisions.
- Compliance and Governance: Our Ombudsman office operates in compliance with relevant regulatory requirements and industry best practices. We adhere to the guidelines and codes of conduct set forth by regulatory authorities to ensure that our Ombudsman service meets the highest standards of professionalism, integrity, and transparency.
