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:
Suggestion boxes are not effective for responding to
specific problems in a timely way.
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The Principle in Practice
Clients know
how to
submit
complaints
Inform clients about: their right to complain, and
how to submit a complaint to the appropriate
person.
Train staff
Train staff on how the complaints mechanism
works, the loan officer’s role in the process and
how to appropriately manage complaints until
they are completely resolved.
Inform
clients
Create a policy on how to handle complaints,
including how to inform clients about the
complaint mechanism.
Effective
system
Put in place an effective, appropriate system to
resolve complaints in a timely way.
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The Principle in Practice
Staff
Assigned
Assigned someone (at least part-time) to
handle complaints and refer them to the
appropriate person for resolution.
Clear
Reporting
Establish a clear reporting system in place to
ensure that complaints from branches/POS
reach complaints handling staff.
Actively
Used by
Clients
Ensure the complaints mechanism is actively
used by clients.
Timely
Responses
Give clients a timely response to their
issues, within a month of complaint
submission.
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The Principle in Practice
Audit
verification
The FI's internal audit or other monitoring
systems check that complaints are resolved
satisfactorily.
Correct
mistakes
Use complaints information to correct
mistakes, omissions and activities that may
be harmful to the client.
Incorporate
feedback
Use complaints information to improve the
organization's operations/products/
communications.
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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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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 and Guide on Smart Assessments
Smart Operations
Essential Documents for New Clients (see Complaints
Information Handout)
Samples
and Case
Studies
Smart Note: Responding to Complaints at Tameer
Complaints Handling Brochure for Clients from OBS
Complaints Handling Manual from FONDESURCO
Complaints-Analysis Spreadsheet from FdM
Complaints Handling Manual from Tamweelcom
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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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