Agenda
1. Client protection principles
2. Principle #7 in practice
3. The client perspective
4. Participant feedback
5. Tools for improving practice
6. Conclusion and call to action
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Client Protection Principles
1. Appropriate product design and delivery
2. Prevention of over-indebtedness
3. Transparency
4. Responsible pricing
5. Fair and respectful treatment of clients
6. Privacy of client data
7. Mechanisms for complaint resolution
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Agenda
1. Client protection principles
2. Principle #7 in practice
3. The client perspective
4. Participant feedback
5. Tools for improving practice
6. Conclusion and call to action
4
Mechanism for Complaints Resolution
The Principle in Practice:
Providers have a mechanism for collecting,
responding in a timely manner, and resolving
problems for customers. The mechanism is used to
resolve individual complaints and improve
products/services.
Consider this:
Suggestions boxes are not effective for responding
to specific problems in a timely way.
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The Principle in Practice
Set a
complaints
policy
A written policy requires customer
complaints to be taken seriously, fully
investigated and resolved in a timely manner
without bias.
Actively
use a
mechanism
Put in place a mechanism to handle
customer complaints, dedicate staff
resources to it, and ensure that it is actively
used.
Train staff
Train staff to handle complaints and refer them
to the appropriate person for investigation and
resolution.
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The Principle in Practice
Inform
clients
Monitor the
system
Use the
information
Inform clients of their right to complain and
how to submit a complaint to the appropriate
person.
Use internal audit or another monitoring
system to check that complaints are
resolved satisfactorily.
Use complaints information is to improve
products, sales techniques, and other
interactions with clients. Use it to correct
mistakes that may be harmful to other clients.
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Examples of complaint mechanisms
Email the MacroDreams Customer
Response Department: customers@md.info
Call the MacroDreams Customer Response
Line: 555-555-555
Send an SMS to the MacroDreams
Customer Response Line: 555-555-555
Leave a comment card in the Suggestion
Box at your local branch
Visit a Customer Service Desk.
Call for locations: 555-555-555
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Good Practice: Using Multiple Complaints Channels
Good practice: Assess the complexity and urgency
of the complaint then use an appropriate
mechanism.
Branch
Teller
Suggestion/
Complaint
on-site
Branch
Manager
Written
suggestion
/ complaint
Immediately
Up to 14 days
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Source: Adapted from Banco Solidario
Suggestion/
Complaint
Complaints
via
Agent
feedback
mechanism
Agenda
1. Client protection principles
2. Principle #7 in practice
3. The client perspective
4. Participant feedback
5. Tools for improving practice
6. Conclusion and call to action
10
How Dissatisfied Clients Affect the Institution
A very satisfied client will talk about
his/her experiences with 3-4 people, but
a dissatisfied client will tell 8-9 people.
When a client’s complaints are
received, answered, and solved,
there is a 90% chance that s/he will
return to the institution.
90% of dissatisfied clients whose
problems are not resolved will never
return to do business with the institution
again.
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No Complaints
Completely Satisfied Customers
If your institution does not receive concerns or complaints,
be careful:
• Clients could be
happy with your
products and
customer service, or
• Clients might not feel
empowered to share
their concerns and
complaints or
• They might not know
how to do so, or
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• Clients might not feel
like they can
complain without this
affecting their
business relationship
with the institution.
Agenda
1. Client protection principles
2. Principle #7 in practice
3. The client perspective
4. Participant feedback
5. Tools for improving practice
6. Conclusion and call to action
13
Feedback from Participants
What channels does your institution use
to receive, respond to, and resolve
complaints?
Do clients take the opportunity to give
their feedback?
What complaints or suggestions have
you received at your institution? How did
your institution respond?
Has the complaints management system
evolved at your institution since you
began working there?
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Agenda
1. Client protection principles
2. Principle #7 in practice
3. The client perspective
4. Participant feedback
5. Tools for improving practice
6. Conclusion and call to action
15
Tools available from the Smart Campaign
Technical
Tools
Getting Started Questionnaire: Self Assessment for
MFIs
Smart Lending
Smart Savings
Technical Guide for Investors
Samples
and Case
Studies
Complaints Analysis Spreadsheet from FMMB
Complaints Handling Brochure for Clients from OBS
Complaints Handling Manual from FONDESURCO
Complaints Handling Manual from Tamweelcom
Client Welcome Kit
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Agenda
1. Client protection principles
2. Principle #7 in practice
3. The client perspective
4. Participant feedback
5. Tools for improving practice
6. Conclusion and call to action
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Conclusion
Financial institutions can adopt this principle by
having a mechanism for collecting, responding to,
and resolving problems for customers.
By adopting this principle, financial institutions can
attract and retain clients and build a positive,
trustworthy image.
The Smart Campaign offers tools to help providers
create/ improve a mechanism for complaint
resolution.
Call to Action: What “next steps” can your institution
take to institutionalize and/or improve a mechanism for
redress of client grievances?
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Thank you!
Endorse the Smart Campaign. Visit
www.smartcampaign.org
What’s
next?
Sign up to receive news and
information.
Download the Getting Started
Questionnaire and conduct a client
protection self-assessment.
Email us!
comments@smartcampaign.org
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