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COMPLAINTS MANAGEMENT FRAMEWORK AND POLICY Applicable to Financial Services Provider acting as Category I and II Financial Services Provider in terms of the Financial Advisory and Intermediary Services

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How to fill out complaints management framework and

01

Identify the person or team responsible for managing complaints.

02

Establish a clear process for receiving and documenting complaints.

03

Ensure complaints are addressed in a timely manner according to the severity level.

04

Track and monitor the progress of each complaint until resolution.

05

Communicate with the complainant throughout the process to provide updates and gather feedback.

Who needs complaints management framework and?

01

Any organization that values customer feedback and wants to improve their products or services.

02

Businesses that want to enhance customer satisfaction and loyalty by addressing and resolving complaints effectively.

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What is complaints management framework and?

The complaints management framework is a system or process put in place by organizations to effectively address and resolve customer complaints.

Who is required to file complaints management framework and?

All organizations that deal with customers or clients and want to provide a mechanism for handling complaints are required to implement a complaints management framework.

How to fill out complaints management framework and?

The complaints management framework can be filled out by assessing customer complaints, identifying root causes, implementing corrective actions, and monitoring the effectiveness of the solutions.

What is the purpose of complaints management framework and?

The purpose of complaints management framework is to improve customer satisfaction, address issues promptly, and prevent similar complaints in the future.

What information must be reported on complaints management framework and?

Information that must be reported on complaints management framework includes details of the complaint, actions taken to resolve it, and any follow-up measures implemented.

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