Centralised complaint system

KARACHI: The National Bank of Pakistan (NBP) has launched a centralised complaint management unit to enhance customer services and to create a robust and responsive complaint management system for effective and timely handling of the customer complaints, a statement said on Tuesday.

Through this system all the complaints are centralised and pushed for early resolution through the departments concerned.  The NBP has developed a full-fledged Complaint Management Wing / Division to centralise the process of complaint handling from registration of the complaint to its closure.

Every complaint received at the NBP (through any channel), including Call Center or website is entered / recorded in the Complaint Management System (CRM); an acknowledgement is then sent to the complainant via SMS on his / her mobile number automatically. The interim reply and subsequent closure is also advised through system generated SMS.