Learning Objectives:

  • Understand the importance of effective complaint handling.

  • Apply grievance redressal mechanisms in banking.

  • Explain the role of the Banking Ombudsman.

6.1 The Importance of Complaint Handling

The EDUCBA course covers “customer confidentiality, grievance redressal mechanisms, and the Banking Ombudsman framework” as part of its curriculum . The YIMGA HND curriculum includes “Client advisory and risk assessment” as a core competency .

6.2 The Complaint Handling Process

The BTRM curriculum covers “Customer service, ethics and good conduct” as a core element of commercial banking . Effective complaint handling involves:

  • Acknowledging the complaint: Promptly and empathetically

  • Investigation: Thorough and impartial fact-finding

  • Resolution: Fair and timely resolution

  • Follow-up: Confirming customer satisfaction

  • Learning: Using complaints for improvement

6.3 The Banking Ombudsman Framework

The EDUCBA course covers the “Banking Ombudsman framework” as part of its customer strategy module . The Ombudsman provides independent dispute resolution when banks fail to resolve customer complaints internally.

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