RegAlertRule · CBJ · 29 Aug 2017
Central Bank of Jordan Instructions on Internal Procedures for Handling Customer Complaints of Financial and Banking Service Providers
These instructions mandate financial and banking service providers supervised by the Central Bank of Jordan to establish and annually review internal policies and procedures for handling customer complaints, including creating a dedicated unit. Providers must offer various complaint submission channels, acknowledge complaints with a reference number, and resolve them within a maximum of 30 working days. They are required to maintain an electronic register of complaints for at least five years and submit quarterly analytical reports to the Central Bank. Non-compliance may result in penalties under the Central Bank of Jordan Law, with these instructions becoming effective 90 days from their issuance.
IN THE NAME OF GOD, THE MOST GRACIOUS, THE MOST MERCIFUL
[Logo of the Central Bank of Jordan]
Number: 1/27/11628
Date: 6/12/1438 AH
Corresponding to: 28/8/2017 AD
Instructions on Internal Procedures for Handling Customer Complaints of Financial and Banking Service Providers No. (1/2017)
Issued pursuant to Paragraph (b/13) of Article (4) and Paragraph (b) of Article (65) of the Central Bank of Jordan Law No. (23) of 1971 and its amendments
These Instructions aim to establish the general regulatory framework for the policies and procedures that must be available to financial and banking service providers subject to the supervision and oversight of the Central Bank of Jordan for handling customer complaints. These ensure that customers receive various financial and banking services within an integrated framework of transparency and disclosure in financial dealings, guaranteeing that customers receive their rights without diminution and without harming their interests. This leads to enhancing trust in financial and banking service providers, increasing their competitiveness, protecting them from reputational risks, and contributing to achieving sustainable economic development, financial system stability, and financial inclusion.
Article (1):
These Instructions shall be known as "Instructions on Internal Procedures for Handling Customer Complaints of Financial and Banking Service Providers," and their provisions shall apply to financial and banking service providers subject to the supervision and oversight of the Central Bank of Jordan.
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CENTRAL BANK OF JORDAN
البنك المركزي الأردني
Article (2): Definitions
A. The words and expressions used in these Instructions shall have the meanings assigned to them in Article (2) of the Banks Law No. (28) of 2000 and its amendments, and Article (2) of the Central Bank of Jordan Law No. (23) of 1971 and its amendments. B. The following words and expressions shall have the meanings assigned to them below wherever they appear in these Instructions, unless the context indicates otherwise:
- Internal Procedures for Handling Customer Complaints: The policies and procedures adopted by the service provider for handling customer complaints, which govern the process of receiving, registering, evaluating, and responding to complaints within a specified timeframe and submitting periodic reports.
- Central Bank: The Central Bank of Jordan.
- Service Provider: Banks operating through all their branches and offices within the Kingdom and financial institutions subject to the supervision and oversight of the Central Bank of Jordan.
- Financial Institution: A legal person that exercises one or more of the financial activities specified in the Banks Law under its founding document, excluding the acceptance of deposits.
- Customer: A natural or legal person who has obtained or used any of the services and/or products provided by the service provider.
- Complainant: The customer submitting the complaint or their legal representative, who may be a former or current customer or any person who approached the service provider for handling.
- Complaint: Any expression of dissatisfaction by the complainant regarding the product and/or service obtained, or a grievance or request to remove injustice or harm suffered and/or affecting their interests, resulting from any activities, services, or products of the service provider or resulting from the manner in which any complaint was handled.
- Customer Complaints Handling Unit: The department, section, or employee(s) responsible for handling customer complaints according to the conditions and requirements set forth in these Instructions, referred to in the text of the Instructions as "the Unit."
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CENTRAL BANK OF JORDAN
البنك المركزي الأردني
Duties and Responsibilities of the Service Provider
Article (3): Adoption of Policies and Procedures for Handling Customer Complaints A. The service provider must establish a policy for handling its customers' complaints that enables it to conduct its business with responsible professional conduct to achieve the best interest of customers at all stages of their interaction with the service provider. The Board of Directors/Board of Managers/Regional Manager of the service provider must verify the effectiveness and adequacy of the procedures adopted by the service provider in handling customer complaints. B. The service provider must have written internal work procedures to apply the customer complaint handling policy. This policy must be adopted by the Board of Directors/Board of Managers/Regional Manager of the service provider. The service provider must review it annually or whenever necessary and provide the Central Bank with a copy of that policy and any amendments thereto.
C. The service provider is committed to including in its internal work procedures, pursuant to Paragraph (b) of this Article, procedures for handling complaints of its subsidiary companies (if any), such that all provisions of these Instructions apply to them.
D. The service provider is committed to adopting appropriate mechanisms to receive complaints through the General/Regional Management and in all its branches, sales points, and through its subsidiary companies. The service provider is also committed to receiving all complaints received from the Central Bank. E. The service provider is committed to not subjecting complaints to any commissions or fees, except in cases specified in the prevailing Instructions on this matter. F. The service provider is committed to not imposing any restrictions or conditions that hinder the customer's right to submit a complaint or requiring a waiver of any complaint, except if the customer withdraws the complaint of their own accord.
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CENTRAL BANK OF JORDAN
البنك المركزي الأردني
Article (4): Main Objectives of the Customer Complaint Handling Policy The service provider must consider achieving the following objectives when preparing the customer complaint handling policy:
A. Establishing standards for providing excellent service and instilling them in employees at the service provider, and that a customer's complaint is a right that must be viewed from a neutral perspective, not that of the employee receiving the complaint. B. Raising customer awareness of the services and products provided by the service provider and informing them that the service provider has mechanisms and procedures for handling any complaint they submit in case of dissatisfaction with any of the products or services provided.
C. Finding appropriate and fundamental solutions to customer complaints to reduce their recurrence.
D. Continuously striving to reduce the number of complaints and shorten the time period for their processing.
Article (5): Establishment of the Customer Complaints Handling Unit A. The service provider must establish a specialized organizational unit responsible for handling customer complaints. The establishment must take into account the service provider's capital, the nature of the financial activity licensed to the service provider, the volume of activities, the number and/or diversity of products and/or services, the number of complaints received, and the number of branches and/or subsidiary companies. B. The complaint processing unit in banks must be directly subordinate to the Compliance Monitoring Department to ensure independence and neutrality. Regarding financial institutions, the complaint processing unit must be directly subordinate to the General Manager of the financial institution. Each financial institution must provide the Central Bank with the organizational structure reflecting the unit's subordination, taking into account what was stated in Paragraph (a) of this Article.
C. The service provider must work to staff the Unit with employees and train and qualify them to handle customer complaints competently and effectively.
D. Unit employees must have sufficient knowledge of all services and/or products provided by the service provider to customers, as well as familiarity with the laws and instructions in force regarding financial consumer protection. E. The Unit is committed to handling all complaints without discrimination or distinction among customers, clearly and effectively, ensuring justice for the service provider's customers.
¹ Regarding financial companies with a single branch and not exceeding (10) employees, all tasks related to customer complaints shall be assigned to one of the institution's employees.
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F. The Unit Manager in the bank (or their deputy) must be in direct contact with the Director of the Compliance Monitoring Department to ensure that complaint handling is dealt with according to the Central Bank's instructions and guidelines, and to take necessary measures to handle urgent complaints or those that may pose high risks affecting the bank's reputation. Regarding financial institutions, the unit's subordination must be to the General Manager of the institution as stated in Article (5/b) of these Instructions. G. The service provider is committed to appointing a liaison officer with the Central Bank and a deputy from the employees of the Unit at the service provider, specifying the means of communication with them and informing the Central Bank of any modifications or changes thereto. H. The Unit's work must not be linked to the reception service and responding to customer inquiries regarding services and products. The Unit's responsibility is to study complaints, provide opinions on them, and respond within the time periods specified in these Instructions.
Complaints Outside the Scope of the Customer Complaints Handling Unit
Article (6): Complaints Exempt from the Provisions of These Instructions A. Complaints filed as lawsuits pending before the courts or for which a judicial ruling has already been issued. The complainant must be confirmed in writing to inform the service provider if they file the complaint with the court before receiving a response from the service provider regarding it. B. Complaints related to labor and union issues.
C. Complaints that do not bear the name or information about the complainant.
D. Complaints related to anti-money laundering and counter-terrorism financing cases. E. Customer inquiries and suggestions. F. Complaints containing clear abuse and/or words involving (defamation, threats, obscene words...).
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CENTRAL BANK OF JORDAN
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Customer's Right to Submit a Complaint
Article (7): Informing Customers of Their Right to Submit Complaints A. The service provider must ensure that its contracts with customers include a special clause regarding their right to submit any complaint about the services or products provided to the customer, or this clause must be placed in a separate document attached to the contract or by informing them in writing when establishing any banking or financial relationship with them. B. The service provider must inform customers of their right to submit complaints through the following means at a minimum:
1. Booklets and brochures, which must be clearly available at the main centers, branches, and offices of the service provider and at subsidiary companies.
2. The service provider's website.
3. Electronic messages and text messages.
4. Electronic boards (if available).
5. Social media (if available).
C. The service provider must inform customers who cannot read or write of their right to submit a complaint verbally at the beginning of their banking or financial interaction.
D. The information provided to the customer by the service provider regarding their right to submit a complaint must include at a minimum the following information:
1. The time periods required for processing complaints.
2. Clarification to customers that if they are not satisfied with the service provider's response to the complaint, they can refer to the Central Bank or the courts, providing customers with the available contact means with the Central Bank as stated on the Central Bank's website.
3. The available means for submitting a complaint as stated in Article (8) of these Instructions at a minimum.
E. Financial institutions that have agents to market their services and/or products must inform their customers that any complaint against the agent or regarding any of the services and/or products provided to the customer is the sole responsibility of the financial institution.
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CENTRAL BANK OF JORDAN
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Procedures for Receiving and Processing Customer Complaints
Article (8): Methods of Submitting a Complaint The service provider must provide all means and tools through which the customer can submit a complaint, including at a minimum the following means:
- Regular mail.
- Email and electronic channels specific to the service provider.
- A free phone line, with calls being recorded.
- Personal attendance.
- Complaint boxes located in the branches of service providers.
- Fax.
Article (9): Confirmation of Receipt of Complaint A. The service provider must confirm to the customer the receipt of the complaint via the means by which the complaint was submitted or via the means agreed upon with the customer. B. The confirmation of receipt of the complaint must include the following information:
- A reference number for the complaint.
- The full name of the complainant.
- Contact information of the complainant.
- The subject of the complaint.
- The date of receipt of the complaint.
- The phone number and email address of the Unit at the service provider to follow up on the complaint.
- The expected time period for the service provider to respond to the customer regarding the complaint, in accordance with Article (12) of these Instructions.
- The means chosen by the complainant to be informed of the result of the complaint and the response.
C. If the complaint was submitted via phone, the service provider must request the complainant to provide a suitable contact means through which to confirm receipt of the complaint and provide the reference number, and inform them of their rights regarding complaint processing. If they are not satisfied with the information contained in the confirmation of receipt, they have the right within (10) working days to revisit the service provider to provide their comments on the information in the confirmation of receipt, supported by the necessary documents.
D. If the service provider responds to the complaint on the same day it was received, and the complainant accepts this, there is no need to provide the customer with a confirmation of receipt, provided that Article (11) of these Instructions is strictly adhered to. E. The customer must be notified through the agreed-upon contact means of any deficiencies (if any) within a maximum of (5) working days from the date of submitting the complaint, and informed of the necessity to provide them within (5) working days; otherwise, the complaint submitted by them is considered void, and they must resubmit the complaint with a new reference number.
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CENTRAL BANK OF JORDAN
البنك المركزي الأردني
Article (10): Employee Responsible for Handling Complaints A. Employees of the Unit at the service provider are responsible for confirming the receipt of all customer complaints, documenting them, registering them, and following them up effectively from the receipt of the complaint until the completion of its processing procedures and responding to the complainant. B. If the employee is unable to process the complaint immediately upon receipt, they must explain in clear and understandable language the process that will follow to study the complaint and provide the complainant with the complaint's reference number, pursuant to Article (11) of these Instructions, and keep them informed of the stages reached.
Article (11): Registration of Complaints
A. The service provider must create an electronic system/register² to record all complaints received in a manner that ensures a reference number is assigned to each complaint. This number must be used in all correspondence between the service provider and the complainant, and the reference number will also be used in any correspondence with the Central Bank.
² Regarding financial institutions with a single branch and not exceeding (10) employees, complaints received by them can be recorded in a special file to achieve the purpose.
B. This system/register must include at a minimum the information mentioned in the appendix to these Instructions.
C. The service provider must record all communications, procedures, and documents related to the complaint in the electronic system/register.
D. The service provider must retain all information regarding customer complaints entered and stored in its electronic system/register for a period of (5) years from the date of completion of its processing at least, or according to the retention periods specified in relevant legislation (if any), whichever is longer. E. The service provider must retain any documents or papers related to the complaint in an organized manner that is easily accessible by authorized employees or by Central Bank employees.
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CENTRAL BANK OF JORDAN
البنك المركزي الأردني
Article (12): Time Periods for Processing Complaints A. The service provider must evaluate the complaint, process it, and make the appropriate decision, and the customer must be notified of the decision within (10) working days calculated from the date of receipt of the complaint and all necessary documents related to it. This period may be extended by another (10) working days if the nature of the complaints requires it, and the complainant must be informed of the reasons for such extension. B. If the service provider requires a period longer than the periods specified in Paragraph (a) above, any subsequent extension of the first extension must be approved by the higher administrative level to which the Unit is subordinate. This must be documented in the system/register of complaints, and the complainant must be informed of such extension and its reasons, such that the extension period does not exceed (10) working days at any time.
C. In all cases, the time period for processing any complaint and responding to it must not exceed (30) working days from the date of submitting the complaint.
D. If the service provider requests the complainant to provide supporting documents or any deficiencies after the date of submitting the complaint, the waiting period does not count towards the periods specified in this Article.
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CENTRAL BANK OF JORDAN
البنك المركزي الأردني
Article (13): Processing, Follow-up, and Resolution of Complaints A. The service provider must inform the complainant in writing (or by any means previously chosen by the complainant) of the final result of the complaint submitted by them, using simple and easy language that allows no ambiguity or interpretation, and without using any specialized technical terms unintelligible to the complainant. B. The response to the complaint submitted by the complainant must include at a minimum the following information:
- The reference number of the complaint.
- The subject of the complaint.
- The final decision regarding the complaint.
- A summary including the reasons for the decision reached.
- Contact information of the Unit at the service provider in case the complainant wishes to obtain additional clarifications.
- The procedures the complainant has the right to undertake if they are not satisfied with the service provider's response, specifically the possibility of referring to the Central Bank or the courts.
C. If the response to the complainant includes material compensation, the details thereof must be clear to the complainant, informing them of their right to accept or reject it within (10) working days from the date of receiving the response.
D. If the complainant does not respond within (10) working days indicating acceptance or rejection of the material compensation, it is considered accepted, and the amount must be paid by the service provider to the complainant, which must be recorded in the electronic system/register. E. The service provider is committed to implementing what was agreed upon with the complainant to resolve the complaint and signing a document confirming approval thereof. F. Recording and attaching proof of the complainant's approval of the service provider's response to the electronic system/register pursuant to Article (11) of these Instructions.
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CENTRAL BANK OF JORDAN
البنك المركزي الأردني
Submitting Complaints to Subsidiary Companies
Article (14): Subsidiary Companies of the Service Provider A. If the service provider has a subsidiary company, that company must inform all customers of their right to submit complaints either to the service provider or to the subsidiary company. B. If a complaint is submitted to the subsidiary company, the company must handle it according to internal procedures agreed upon between the service provider and its subsidiary company, such that those procedures are included in the customer complaint handling policy of the service provider pursuant to Article (3) of these Instructions. If the complaint is transferred to the service provider, the company must inform the complainant of the transfer of their complaint to the service provider.
C. The date the subsidiary company receives the complaint is considered the date of receipt of the complaint for the purpose of the deadlines specified in Article (12) of these Instructions.
D. If the response to the complainant includes material compensation, the amount is paid by the service provider or its subsidiary company according to the internal procedures included in the approved customer complaint handling policy, with the service provider bearing the responsibility of verifying the subsidiary company's implementation thereof.
Analysis and Evaluation of Customer Complaints and Related Reports
Article (15): Analysis and Evaluation of Complaints The service provider must periodically conduct a comprehensive analysis of all customer complaints received (whether processed or still pending) to identify complaints that could affect the service provider's reputation and financial position, determine the extent of their recurrence, and then begin taking corrective and preventive measures to avoid their occurrence in the future.
Article (16): Periodic Reports
A. The Unit at the service provider must, at least quarterly, submit an analytical statistical report to the Compliance Monitoring Department/General Manager of the financial institution, and a copy to senior management, regarding received complaints. This report must include at a minimum the following information:
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CENTRAL BANK OF JORDAN
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- The number of complaints received by the service provider.
- The number of complaints resolved, as well as the number of complaints rejected as falling outside the Unit's scope or because the customer did not complete the submission requirements, in addition to the number of complaints still pending.
- The value of material compensation paid by the service provider and/or its subsidiary company as a resolution to the complaint (if any).
- Classification of complaints by:
- Their nature as stated in the Appendix attached to these Instructions.
- The products and services subject to the complaint.
- Branches, offices, and subsidiary companies.
- The time periods during which the complaints were handled.
B. The report must include the measures taken to handle complaints and the Unit's recommendations to make any modifications or improvements to the procedures related to handling customer complaints to reduce the number of complaints, including but not limited to (increasing the service provider's activity in promoting community financial literacy, changing marketing procedures, changing specifications of products and services that receive complaints, training branch and office employees, studying recurring complaints).
C. The Board of Directors/Board of Managers/Regional Manager of the service provider must discuss the complaint evaluation report and the measures taken to handle it, especially recurring complaints on the same subject, understand their causes, evaluate the extent to which those causes affect other services and products for which no complaints were received, and any potential impact of those complaints on the service provider's reputation. The meeting minutes must include recommendations regarding the complaint evaluation report.
D. The service provider must include the aggregated results of the complaint evaluation report in the service provider's annual report under the disclosure and transparency section, and provide a copy of this report to the Central Bank.
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CENTRAL BANK OF JORDAN
البنك المركزي الأردني
Evaluation of the Service Provider's Policies and Procedures for Handling Customer Complaints
Article (17): Internal Audit
The annual internal audit plan of the service provider must include a review of the procedures for handling customer complaints as stated in these Instructions and other related Instructions, and recommend any modifications to those procedures to increase their efficiency and effectiveness. Internal audit reports submitted to the Board of Directors/Board of Managers/Regional Manager must include the results of the evaluation of the service provider's procedures for handling customer complaints.
Submitting Complaints to the Central Bank
Article (18)
A. The complainant may submit a complaint to the Central Bank in the following cases:
- The service provider's response to the complaint was not convincing.
- The service provider did not respond to the complainant within the maximum period specified by these Instructions.
- The service provider refused to accept the complaint.
B. Upon receiving any complaint according to cases (1) and (2) stated in Paragraph (a) of this Article, the Central Bank must verify that the customer first revisited the service provider, through the complaint's reference number and/or receiving a response from the service provider to their complaint.
C. If the Central Bank determines the customer's right to submit their complaint, it will request the service provider to rectify the situation and/or state their claims and comments regarding it. The service provider must respond to the Central Bank within (10) working days.
Article (19)
A. If the service provider or any of its subsidiary companies violates any of the provisions of these Instructions, the Central Bank may take any of the penalties or measures stipulated under the provisions of the Central Bank of Jordan Law No. (23) of 1971 and its amendments, and/or any of the laws and regulations issued by the Central Bank governing the activities of financial and banking service providers.
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CENTRAL BANK OF JORDAN
البنك المركزي الأردني
B. It is the responsibility of the service provider to rectify the procedures followed if their violation is proven through any complaint submitted by any customer, for all customers, without waiting for a complaint to be submitted by them, under the threat of applying any of the penalties stated in Article (19/a).
General Provisions
Article (20)
A. The service provider must send the complaints report to the Central Bank quarterly, no later than (15) days from the end of each quarter, classified by the nature and type of complaint (stated in the Appendix), as well as the measures taken regarding them. B. The Central Bank has the right, by the means and methods it deems appropriate, to monitor the fairness, adequacy, and quality of the measures taken by the service provider to handle customer complaints. The Central Bank may request the service provider to take necessary measures to enhance the complaint handling mechanism.
C. The service provider must prepare clear work procedures to ensure the protection of customer data and information, maintain their confidentiality, provide a suitable environment to protect such data and information, and take necessary measures to ensure employees do not misuse or disclose such data and information during their employment and even after leaving their employment.
Article (21)
These Instructions shall be effective after (90) days from the date of their issuance, and any circulars/instructions or text or texts in circulars/instructions issued by the Central Bank that conflict with them are repealed.
Governor
Dr. Ziad Faris
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البنك المركزي الأردني
Appendix: Components of the Electronic Register The electronic register for customer complaints must consist of at a minimum of the following information³:
| Category | Level 1 Information | Level 2 Information |
|---|---|---|
| Basic Information (Coverage Information) | Complaint Reference Number | |
| Date of Complaint Receipt | ||
| Full Name of Complainant | ||
| Date of Birth | ||
| National ID Number | ||
| Contact Information | Postal Address | |
| Phone Number | ||
| Email Address | ||
| Complainant Classification | Natural Person (Individuals) | |
| Small Enterprise | ||
| Other | ||
| Classification of Complained-Against Entity | Bank/Financial Institution | |
| Branch of Bank/Financial Institution | ||
| Subsidiary Company | ||
| Agent | ||
| Office | ||
| Product/Service Subject to Complaint | Summary of Complaint | |
| Documents Attached to Complaint | ||
| Employee Responsible for Following Up on Complaint | ||
| Final Result of Complaint and Date of Closure | ||
| Means of Submitting Complaint | Means of Submitting Complaint | Regular Mail |
| Phone | ||
| Personal Attendance | ||
| Other | ||
| Subsequent Additional Communications | Date | |
| Means of Communication | ||
| Content | ||
| Days | ||
| Extension of Complaint Review Period | Reason | |
| Name of Person Authorized for Extension |
³ Depends on the services and products provided by the service provider.
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| Category | Level 1 Information | Level 2 Information |
|---|---|---|
| Nature and Type of Complaint | Electronic Services | Payment Services |
| Payment via E-Invoicing System through Service Provider's Gateway or Other Payment Systems | ||
| Use of Online Banking Services | ||
| ATMs | ||
| Commissions and Fees | Commissions Charged on Products | |
| Commissions Charged on Services | ||
| Fees Charged on Services and Products | ||
| Interest Rates/Returns | Interest/Returns on Deposits | |
| Interest/Returns on Loans and Credit Cards | ||
| Professional Conduct Behavior | Refusal to Provide Service | |
| Employee Behaviors | ||
| Subsidiary Company/Agent Behaviors | ||
| Difficulty Contacting Service Provider | ||
| Bank Cards | Payment from Credit Cards at Merchants and POS | |
| Payment from Debit Cards at Merchants and POS | ||
| Payment from Credit Cards via Internet | ||
| Payment from Debit Cards via Internet | ||
| Marketing of Services and Products | Advertising | |
| Sales Process | ||
| Contracts and Terms of Dealings | Agreement/Contracts | |
| Account Transactions | ||
| Product Insurance | ||
| Deposit Products | ||
| Credit Products | ||
| Failure to Grant Product | ||
| Collection Practices | ||
| Work Environment |
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| Category | Level 1 Information | Level 2 Information |
|---|---|---|
| Nature and Type of Complaint | Electronic Services | Payment Services |
| Payment via E-Invoicing System through Service Provider's Gateway or Other Payment Systems | ||
| Use of Online Banking Services | ||
| ATMs | ||
| Commissions and Fees | Commissions Charged on Products | |
| Commissions Charged on Services | ||
| Fees Charged on Services and Products | ||
| Interest Rates/Returns | Interest/Returns on Deposits | |
| Interest/Returns on Loans and Credit Cards | ||
| Professional Conduct Behavior | Refusal to Provide Service | |
| Employee Behaviors | ||
| Subsidiary Company/Agent Behaviors | ||
| Difficulty Contacting Service Provider | ||
| Bank Cards | Payment from Credit Cards at Merchants and POS | |
| Payment from Debit Cards at Merchants and POS | ||
| Payment from Credit Cards via Internet | ||
| Payment from Debit Cards via Internet | ||
| Marketing of Services and Products | Advertising | |
| Sales Process | ||
| Contracts and Terms of Dealings | Agreement/Contracts | |
| Account Transactions | ||
| Product Insurance | ||
| Deposit Products | ||
| Credit Products | ||
| Failure to Grant Product | ||
| Collection Practices | ||
| Work Environment |
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CENTRAL BANK OF JORDAN
البنك المركزي الأردني
| Category | Level 1 Information | Level 2 Information |
|---|---|---|
| Nature and Type of Complaint | Electronic Services | Payment Services |
| Payment via E-Invoicing System through Service Provider's Gateway or Other Payment Systems | ||
| Use of Online Banking Services | ||
| ATMs | ||
| Commissions and Fees | Commissions Charged on Products | |
| Commissions Charged on Services | ||
| Fees Charged on Services and Products | ||
| Interest Rates/Returns | Interest/Returns on Deposits | |
| Interest/Returns on Loans and Credit Cards | ||
| Professional Conduct Behavior | Refusal to Provide Service | |
| Employee Behaviors | ||
| Subsidiary Company/Agent Behaviors | ||
| Difficulty Contacting Service Provider | ||
| Bank Cards | Payment from Credit Cards at Merchants and POS | |
| Payment from Debit Cards at Merchants and POS | ||
| Payment from Credit Cards via Internet | ||
| Payment from Debit Cards via Internet | ||
| Marketing of Services and Products | Advertising | |
| Sales Process | ||
| Contracts and Terms of Dealings | Agreement/Contracts | |
| Account Transactions | ||
| Product Insurance | ||
| Deposit Products | ||
| Credit Products | ||
| Failure to Grant Product | ||
| Collection Practices | ||
| Work Environment |
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CENTRAL BANK OF JORDAN
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| Category | Level 1 Information | Level 2 Information |
|---|---|---|
| Nature and Type of Complaint | Electronic Services | Payment Services |
| Payment via E-Invoicing System through Service Provider's Gateway or Other Payment Systems | ||
| Use of Online Banking Services | ||
| ATMs | ||
| Commissions and Fees | Commissions Charged on Products | |
| Commissions Charged on Services | ||
| Fees Charged on Services and Products | ||
| Interest Rates/Returns | Interest/Returns on Deposits | |
| Interest/Returns on Loans and Credit Cards | ||
| Professional Conduct Behavior | Refusal to Provide Service | |
| Employee Behaviors | ||
| Subsidiary Company/Agent Behaviors | ||
| Difficulty Contacting Service Provider | ||
| Bank Cards | Payment from Credit Cards at Merchants and POS | |
| Payment from Debit Cards at Merchants and POS | ||
| Payment from Credit Cards via Internet | ||
| Payment from Debit Cards via Internet | ||
| Marketing of Services and Products | Advertising | |
| Sales Process | ||
| Contracts and Terms of Dealings | Agreement/Contracts | |
| Account Transactions | ||
| Product Insurance | ||
| Deposit Products | ||
| Credit Products | ||
| Failure to Grant Product | ||
| Collection Practices | ||
| Work Environment |
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CENTRAL BANK OF JORDAN
البنك المركزي الأردني
| Category | Level 1 Information | Level 2 Information |
|---|---|---|
| Nature and Type of Complaint | Electronic Services | Payment Services |
| Payment via E-Invoicing System through Service Provider's Gateway or Other Payment Systems | ||
| Use of Online Banking Services | ||
| ATMs | ||
| Commissions and Fees | Commissions Charged on Products | |
| Commissions Charged on Services | ||
| Fees Charged on Services and Products | ||
| Interest Rates/Returns | Interest/Returns on Deposits | |
| Interest/Returns on Loans and Credit Cards | ||
| Professional Conduct Behavior | Refusal to Provide Service | |
| Employee Behaviors | ||
| Subsidiary Company/Agent Behaviors | ||
| Difficulty Contacting Service Provider | ||
| Bank Cards | Payment from Credit Cards at Merchants and POS | |
| Payment from Debit Cards at Merchants and POS | ||
| Payment from Credit Cards via Internet | ||
| Payment from Debit Cards via Internet | ||
| Marketing of Services and Products | Advertising | |
| Sales Process | ||
| Contracts and Terms of Dealings | Agreement/Contracts | |
| Account Transactions | ||
| Product Insurance | ||
| Deposit Products | ||
| Credit Products | ||
| Failure to Grant Product | ||
| Collection Practices | ||
| Work Environment |
15
CENTRAL BANK OF JORDAN
البنك المركزي الأردني
| Category | Level 1 Information | Level 2 Information |
|---|---|---|
| Nature and Type of Complaint | Electronic Services | Payment Services |
| Payment via E-Invoicing System through Service Provider's Gateway or Other Payment Systems | ||
| Use of Online Banking Services | ||
| ATMs | ||
| Commissions and Fees | Commissions Charged on Products | |
| Commissions Charged on Services | ||
| Fees Charged on Services and Products | ||
| Interest Rates/Returns | Interest/Returns on Deposits | |
| Interest/Returns on Loans and Credit Cards | ||
| Professional Conduct Behavior | Refusal to Provide Service | |
| Employee Behaviors | ||
| Subsidiary Company/Agent Behaviors | ||
| Difficulty Contacting Service Provider | ||
| Bank Cards | Payment from Credit Cards at Merchants and POS | |
| Payment from Debit Cards at Merchants and POS | ||
| Payment from Credit Cards via Internet | ||
| Payment from Debit Cards via Internet | ||
| Marketing of Services and Products | Advertising | |
| Sales Process | ||
| Contracts and Terms of Dealings | Agreement/Contracts | |
| Account Transactions | ||
| Product Insurance | ||
| Deposit Products | ||
| Credit Products | ||
| Failure to Grant Product | ||
| Collection Practices | ||
| Work Environment |
15
CENTRAL BANK OF JORDAN
البنك المركزي الأردني
| Category | Level 1 Information | Level 2 Information |
|---|---|---|
| Nature and Type of Complaint | Electronic Services | Payment Services |
| Payment via E-Invoicing System through Service Provider's Gateway or Other Payment Systems | ||
| Use of Online Banking Services | ||
| ATMs | ||
| Commissions and Fees | Commissions Charged on Products | |
| Commissions Charged on Services | ||
| Fees Charged on Services and Products | ||
| Interest Rates/Returns | Interest/Returns on Deposits | |
| Interest/Returns on Loans and Credit Cards | ||
| Professional Conduct Behavior | Refusal to Provide Service | |
| Employee Behaviors | ||
| Subsidiary Company/Agent Behaviors | ||
| Difficulty Contacting Service Provider | ||
| Bank Cards | Payment from Credit Cards at Merchants and POS | |
| Payment from Debit Cards at Merchants and POS | ||
| Payment from Credit Cards via Internet | ||
| Payment from Debit Cards via Internet | ||
| Marketing of Services and Products | Advertising | |
| Sales Process | ||
| Contracts and Terms of Dealings | Agreement/Contracts | |
| Account Transactions | ||
| Product Insurance | ||
| Deposit Products | ||
| Credit Products | ||
| Failure to Grant Product | ||
| Collection Practices | ||
| Work Environment |
15
CENTRAL BANK OF JORDAN
البنك المركزي الأردني
| Category | Level 1 Information | Level 2 Information |
|---|---|---|
| Nature and Type of Complaint | Electronic Services | Payment Services |
| Payment via E-Invoicing System through Service Provider's Gateway or Other Payment Systems | ||
| Use of Online Banking Services | ||
| ATMs | ||
| Commissions and Fees | Commissions Charged on Products | |
| Commissions Charged on Services | ||
| Fees Charged on Services and Products | ||
| Interest Rates/Returns | Interest/Returns on Deposits | |
| Interest/Returns on Loans and Credit Cards | ||
| Professional Conduct Behavior | Refusal to Provide Service | |
| Employee Behaviors | ||
| Subsidiary Company/Agent Behaviors | ||
| Difficulty Contacting Service Provider | ||
| Bank Cards | Payment from Credit Cards at Merchants and POS | |
| Payment from Debit Cards at Merchants and POS | ||
| Payment from Credit Cards via Internet | ||
| Payment from Debit Cards via Internet | ||
| Marketing of Services and Products | Advertising | |
| Sales Process | ||
| Contracts and Terms of Dealings | Agreement/Contracts | |
| Account Transactions | ||
| Product Insurance | ||
| Deposit Products | ||
| Credit Products | ||
| Failure to Grant Product | ||
| Collection Practices | ||
| Work Environment |
15
CENTRAL BANK OF JORDAN
البنك المركزي الأردني
| Category | Level 1 Information | Level 2 Information |
|---|---|---|
| Nature and Type of Complaint | Electronic Services | Payment Services |
| Payment via E-Invoicing System through Service Provider's Gateway or Other Payment Systems | ||
| Use of Online Banking Services | ||
| ATMs | ||
| Commissions and Fees | Commissions Charged on Products | |
| Commissions Charged on Services | ||
| Fees Charged on Services and Products | ||
| Interest Rates/Returns | Interest/Returns on Deposits | |
| Interest/Returns on Loans and Credit Cards | ||
| Professional Conduct Behavior | Refusal to Provide Service | |
| Employee Behaviors | ||
| Subsidiary Company/Agent Behaviors | ||
| Difficulty Contacting Service Provider | ||
| Bank Cards | Payment from Credit Cards at Merchants and POS | |
| Payment from Debit Cards at Merchants and POS | ||
| Payment from Credit Cards via Internet | ||
| Payment from Debit Cards via Internet | ||
| Marketing of Services and Products | Advertising | |
| Sales Process | ||
| Contracts and Terms of Dealings | Agreement/Contracts | |
| Account Transactions | ||
| Product Insurance | ||
| Deposit Products | ||
| Credit Products | ||
| Failure to Grant Product | ||
| Collection Practices | ||
| Work Environment |
15
CENTRAL BANK OF JORDAN
البنك المركزي الأردني
| Category | Level 1 Information | Level 2 Information |
|---|---|---|
| Nature and Type of Complaint | Electronic Services | Payment Services |
| Payment via E-Invoicing System through Service Provider's Gateway or Other Payment Systems | ||
| Use of Online Banking Services | ||
| ATMs | ||
| Commissions and Fees | Commissions Charged on Products | |
| Commissions Charged on Services | ||
| Fees Charged on Services and Products | ||
| Interest Rates/Returns | Interest/Returns on Deposits | |
| Interest/Returns on Loans and Credit Cards | ||
| Professional Conduct Behavior | Refusal to Provide Service | |
| Employee Behaviors | ||
| Subsidiary Company/Agent Behaviors | ||
| Difficulty Contacting Service Provider | ||
| Bank Cards | Payment from Credit Cards at Merchants and POS | |
| Payment from Debit Cards at Merchants and POS | ||
| Payment from Credit Cards via Internet | ||
| Payment from Debit Cards via Internet | ||
| Marketing of Services and Products | Advertising | |
| Sales Process | ||
| Contracts and Terms of Dealings | Agreement/Contracts | |
| Account Transactions | ||
| Product Insurance | ||
| Deposit Products | ||
| Credit Products | ||
| Failure to Grant Product | ||
| Collection Practices | ||
| Work Environment |
15
CENTRAL BANK OF JORDAN
البنك المركزي الأردني
| Category | Level 1 Information | Level 2 Information |
|---|---|---|
| Nature and Type of Complaint | Electronic Services | Payment Services |
| Payment via E-Invoicing System through Service Provider's Gateway or Other Payment Systems | ||
| Use of Online Banking Services | ||
| ATMs | ||
| Commissions and Fees | Commissions Charged on Products | |
| Commissions Charged on Services | ||
| Fees Charged on Services and Products | ||
| Interest Rates/Returns | Interest/Returns on Deposits | |
| Interest/Returns on Loans and Credit Cards | ||
| Professional Conduct Behavior | Refusal to Provide Service | |
| Employee Behaviors | ||
| Subsidiary Company/Agent Behaviors | ||
| Difficulty Contacting Service Provider | ||
| Bank Cards | Payment from Credit Cards at Merchants and POS | |
| Payment from Debit Cards at Merchants and POS | ||
| Payment from Credit Cards via Internet | ||
| Payment from Debit Cards via Internet | ||
| Marketing of Services and Products | Advertising | |
| Sales Process | ||
| Contracts and Terms of Dealings | Agreement/Contracts | |
| Account Transactions | ||
| Product Insurance | ||
| Deposit Products | ||
| Credit Products | ||
| Failure to Grant Product | ||
| Collection Practices | ||
| Work Environment |
15
CENTRAL BANK OF JORDAN
البنك المركزي الأردني
| Category | Level 1 Information | Level 2 Information |
|---|---|---|
| Nature and Type of Complaint | Electronic Services | Payment Services |
| Payment via E-Invoicing System through Service Provider's Gateway or Other Payment Systems | ||
| Use of Online Banking Services | ||
| ATMs | ||
| Commissions and Fees | Commissions Charged on Products | |
| Commissions Charged on Services | ||
| Fees Charged on Services and Products | ||
| Interest Rates/Returns | Interest/Returns on Deposits | |
| Interest/Returns on Loans and Credit Cards | ||
| Professional Conduct Behavior | Refusal to Provide Service | |
| Employee Behaviors | ||
| Subsidiary Company/Agent Behaviors | ||
| Difficulty Contacting Service Provider | ||
| Bank Cards | Payment from Credit Cards at Merchants and POS | |
| Payment from Debit Cards at Merchants and POS | ||
| Payment from Credit Cards via Internet | ||
| Payment from Debit Cards via Internet | ||
| Marketing of Services and Products | Advertising | |
| Sales Process | ||
| Contracts and Terms of Dealings | Agreement/Contracts | |
| Account Transactions | ||
| Product Insurance | ||
| Deposit Products | ||
| Credit Products | ||
| Failure to Grant Product | ||
| Collection Practices | ||
| Work Environment |
15
CENTRAL BANK OF JORDAN
البنك المركزي الأردني
| Category | Level 1 Information | Level 2 Information |
|---|---|---|
| Nature and Type of Complaint | Electronic Services | Payment Services |
| Payment via E-Invoicing System through Service Provider's Gateway or Other Payment Systems | ||
| Use of Online Banking Services | ||
| ATMs | ||
| Commissions and Fees | Commissions Charged on Products | |
| Commissions Charged on Services | ||
| Fees Charged on Services and Products | ||
| Interest Rates/Returns | Interest/Returns on Deposits | |
| Interest/Returns on Loans and Credit Cards | ||
| Professional Conduct Behavior | Refusal to Provide Service | |
| Employee Behaviors | ||
| Subsidiary Company/Agent Behaviors | ||
| Difficulty Contacting Service Provider | ||
| Bank Cards | Payment from Credit Cards at Merchants and POS | |
| Payment from Debit Cards at Merchants and POS | ||
| Payment from Credit Cards via Internet | ||
| Payment from Debit Cards via Internet | ||
| Marketing of Services and Products | Advertising | |
| Sales Process | ||
| Contracts and Terms of Dealings | Agreement/Contracts | |
| Account Transactions | ||
| Product Insurance | ||
| Deposit Products | ||
| Credit Products | ||
| Failure to Grant Product | ||
| Collection Practices | ||
| Work Environment |
15
CENTRAL BANK OF JORDAN
البنك المركزي الأردني
| Category | Level 1 Information | Level 2 Information |
|---|---|---|
| Nature and Type of Complaint | Electronic Services | Payment Services |
| Payment via E-Invoicing System through Service Provider's Gateway or Other Payment Systems | ||
| Use of Online Banking Services | ||
| ATMs | ||
| Commissions and Fees | Commissions Charged on Products | |
| Commissions Charged on Services | ||
| Fees Charged on Services and Products | ||
| Interest Rates/Returns | Interest/Returns on Deposits | |
| Interest/Returns on Loans and Credit Cards | ||
| Professional Conduct Behavior | Refusal to Provide Service | |
| Employee Behaviors | ||
| Subsidiary Company/Agent Behaviors | ||
| Difficulty Contacting Service Provider | ||
| Bank Cards | Payment from Credit Cards at Merchants and POS | |
| Payment from Debit Cards at Merchants and POS | ||
| Payment from Credit Cards via Internet | ||
| Payment from Debit Cards via Internet | ||
| Marketing of Services and Products | Advertising | |
| Sales Process | ||
| Contracts and Terms of Dealings | Agreement/Contracts | |
| Account Transactions | ||
| Product Insurance | ||
| Deposit Products | ||
| Credit Products | ||
| Failure to Grant Product | ||
| Collection Practices | ||
| Work Environment |
15
CENTRAL BANK OF JORDAN
البنك المركزي الأردني
| Category | Level 1 Information | Level 2 Information |
|---|---|---|
| Nature and Type of Complaint | Electronic Services | Payment Services |
| Payment via E-Invoicing System through Service Provider's Gateway or Other Payment Systems | ||
| Use of Online Banking Services | ||
| ATMs | ||
| Commissions and Fees | Commissions Charged on Products | |
| Commissions Charged on Services | ||
| Fees Charged on Services and Products | ||
| Interest Rates/Returns | Interest/Returns on Deposits | |
| Interest/Returns on Loans and Credit Cards | ||
| Professional Conduct Behavior | Refusal to Provide Service | |
| Employee Behaviors | ||
| Subsidiary Company/Agent Behaviors | ||
| Difficulty Contacting Service Provider | ||
| Bank Cards | Payment from Credit Cards at Merchants and POS | |
| Payment from Debit Cards at Merchants and POS | ||
| Payment from Credit Cards via Internet | ||
| Payment from Debit Cards via Internet | ||
| Marketing of Services and Products | Advertising | |
| Sales Process | ||
| Contracts and Terms of Dealings | Agreement/Contracts | |
| Account Transactions | ||
| Product Insurance | ||
| Deposit Products | ||
| Credit Products | ||
| Failure to Grant Product | ||
| Collection Practices | ||
| Work Environment |
15
CENTRAL BANK OF JORDAN
البنك المركزي الأردني
| Category | Level 1 Information | Level 2 Information |
|---|---|---|
| Nature and Type of Complaint | Electronic Services | Payment Services |
| Payment via E-Invoicing System through Service Provider's Gateway or Other Payment Systems | ||
| Use of Online Banking Services | ||
| ATMs | ||
| Commissions and Fees | Commissions Charged on Products | |
| Commissions Charged on Services | ||
| Fees Charged on Services and Products | ||
| Interest Rates/Returns | Interest/Returns on Deposits | |
| Interest/Returns on Loans and Credit Cards | ||
| Professional Conduct Behavior | Refusal to Provide Service | |
| Employee Behaviors | ||
| Subsidiary Company/Agent Behaviors | ||
| Difficulty Contacting Service Provider | ||
| Bank Cards | Payment from Credit Cards at Merchants and POS | |
| Payment from Debit Cards at Merchants and POS | ||
| Payment from Credit Cards via Internet | ||
| Payment from Debit Cards via Internet | ||
| Marketing of Services and Products | Advertising | |
| Sales Process | ||
| Contracts and Terms of Dealings | Agreement/Contracts | |
| Account Transactions | ||
| Product Insurance | ||
| Deposit Products | ||
| Credit Products | ||
| Failure to Grant Product | ||
| Collection Practices | ||
| Work Environment |
15
CENTRAL BANK OF JORDAN
البنك المركزي الأردني
| Category | Level 1 Information | Level 2 Information |
|---|---|---|
| Nature and Type of Complaint | Electronic Services | Payment Services |
| Payment via E-Invoicing System through Service Provider's Gateway or Other Payment Systems | ||
| Use of Online Banking Services | ||
| ATMs | ||
| Commissions and Fees | Commissions Charged on Products | |
| Commissions Charged on Services | ||
| Fees Charged on Services and Products | ||
| Interest Rates/Returns | Interest/Returns on Deposits | |
| Interest/Returns on Loans and Credit Cards | ||
| Professional Conduct Behavior | Refusal to Provide Service | |
| Employee Behaviors | ||
| Subsidiary Company/Agent Behaviors | ||
| Difficulty Contacting Service Provider | ||
| Bank Cards | Payment from Credit Cards at Merchants and POS | |
| Payment from Debit Cards at Merchants and POS | ||
| Payment from Credit Cards via Internet | ||
| Payment from Debit Cards via Internet | ||
| Marketing of Services and Products | Advertising | |
| Sales Process | ||
| Contracts and Terms of Dealings | Agreement/Contracts | |
| Account Transactions | ||
| Product Insurance | ||
| Deposit Products | ||
| Credit Products | ||
| Failure to Grant Product | ||
| Collection Practices | ||
| Work Environment |
15
CENTRAL BANK OF JORDAN
البنك المركزي الأردني
| Category | Level 1 Information | Level 2 Information |
|---|---|---|
| Nature and Type of Complaint | Electronic Services | Payment Services |
| Payment via E-Invoicing System through Service Provider's Gateway or Other Payment Systems | ||
| Use of Online Banking Services | ||
| ATMs | ||
| Commissions and Fees | Commissions Charged on Products | |
| Commissions Charged on Services | ||
| Fees Charged on Services and Products | ||
| Interest Rates/Returns | Interest/Returns on Deposits | |
| Interest/Returns on Loans and Credit Cards | ||
| Professional Conduct Behavior | Refusal to Provide Service | |
| Employee Behaviors | ||
| Subsidiary Company/Agent Behaviors | ||
| Difficulty Contacting Service Provider | ||
| Bank Cards | Payment from Credit Cards at Merchants and POS | |
| Payment from Debit Cards at Merchants and POS | ||
| Payment from Credit Cards via Internet | ||
| Payment from Debit Cards via Internet | ||
| Marketing of Services and Products | Advertising | |
| Sales Process | ||
| Contracts and Terms of Dealings | Agreement/Contracts | |
| Account Transactions | ||
| Product Insurance | ||
| Deposit Products | ||
| Credit Products | ||
| Failure to Grant Product | ||
| Collection Practices | ||
| Work Environment |
15
CENTRAL BANK OF JORDAN
البنك المركزي الأردني
| Category | Level 1 Information | Level 2 Information |
|---|---|---|
| Nature and Type of Complaint | Electronic Services | Payment Services |
| Payment via E-Invoicing System through Service Provider's Gateway or Other Payment Systems | ||
| Use of Online Banking Services | ||
| ATMs | ||
| Commissions and Fees | Commissions Charged on Products | |
| Commissions Charged on Services | ||
| Fees Charged on Services and Products | ||
| Interest Rates/Returns | Interest/Returns on Deposits | |
| Interest/Returns on Loans and Credit Cards | ||
| Professional Conduct Behavior | Refusal to Provide Service | |
| Employee Behaviors | ||
| Subsidiary Company/Agent Behaviors | ||
| Difficulty Contacting Service Provider | ||
| Bank Cards | Payment from Credit Cards at Merchants and POS | |
| Payment from Debit Cards at Merchants and POS | ||
| Payment from Credit Cards via Internet | ||
| Payment from Debit Cards via Internet | ||
| Marketing of Services and Products | Advertising | |
| Sales Process | ||
| Contracts and Terms of Dealings | Agreement/Contracts | |
| Account Transactions | ||
| Product Insurance | ||
| Deposit Products | ||
| Credit Products | ||
| Failure to Grant Product | ||
| Collection Practices | ||
| Work Environment |
15
CENTRAL BANK OF JORDAN
البنك المركزي الأردني
| Category | Level 1 Information | Level 2 Information |
|---|---|---|
| Nature and Type of Complaint | Electronic Services | Payment Services |
| Payment via E-Invoicing System through Service Provider's Gateway or Other Payment Systems | ||
| Use of Online Banking Services | ||
| ATMs | ||
| Commissions and Fees | Commissions Charged on Products | |
| Commissions Charged on Services | ||
| Fees Charged on Services and Products | ||
| Interest Rates/Returns | Interest/Returns on Deposits | |
| Interest/Returns on Loans and Credit Cards | ||
| Professional Conduct Behavior | Refusal to Provide Service | |
| Employee Behaviors | ||
| Subsidiary Company/Agent Behaviors | ||
| Difficulty Contacting Service Provider | ||
| Bank Cards | Payment from Credit Cards at Merchants and POS | |
| Payment from Debit Cards at Merchants and POS | ||
| Payment from Credit Cards via Internet | ||
| Payment from Debit Cards via Internet | ||
| Marketing of Services and Products | Advertising | |
| Sales Process | ||
| Contracts and Terms of Dealings | Agreement/Contracts | |
| Account Transactions | ||
| Product Insurance | ||
| Deposit Products | ||
| Credit Products | ||
| Failure to Grant Product | ||
| Collection Practices | ||
| Work Environment |
15
CENTRAL BANK OF JORDAN
البنك المركزي الأردني
| Category | Level 1 Information | Level 2 Information |
|---|---|---|
| Nature and Type of Complaint | Electronic Services | Payment Services |
| Payment via E-Invoicing System through Service Provider's Gateway or Other Payment Systems | ||
| Use of Online Banking Services | ||
| ATMs | ||
| Commissions and Fees | Commissions Charged on Products | |
| Commissions Charged on Services | ||
| Fees Charged on Services and Products | ||
| Interest Rates/Returns | Interest/Returns on Deposits | |
| Interest/Returns on Loans and Credit Cards | ||
| Professional Conduct Behavior | Refusal to Provide Service | |
| Employee Behaviors | ||
| Subsidiary Company/Agent Behaviors | ||
| Difficulty Contacting Service Provider | ||
| Bank Cards | Payment from Credit Cards at Merchants and POS | |
| Payment from Debit Cards at Merchants and POS | ||
| Payment from Credit Cards via Internet | ||
| Payment from Debit Cards via Internet | ||
| Marketing of Services and Products | Advertising | |
| Sales Process | ||
| Contracts and Terms of Dealings | Agreement/Contracts | |
| Account Transactions | ||
| Product Insurance | ||
| Deposit Products | ||
| Credit Products | ||
| Failure to Grant Product | ||
| Collection Practices | ||
| Work Environment |
15
CENTRAL BANK OF JORDAN
البنك المركزي الأردني
| Category | Level 1 Information | Level 2 Information |
|---|---|---|
| Nature and Type of Complaint | Electronic Services | Payment Services |
| Payment via E-Invoicing System through Service Provider's Gateway or Other Payment Systems | ||
| Use of Online Banking Services | ||
| ATMs | ||
| Commissions and Fees | Commissions Charged on Products | |
| Commissions Charged on Services | ||
| Fees Charged on Services and Products | ||
| Interest Rates/Returns | Interest/Returns on Deposits | |
| Interest/Returns on Loans and Credit Cards | ||
| Professional Conduct Behavior | Refusal to Provide Service | |
| Employee Behaviors | ||
| Subsidiary Company/Agent Behaviors | ||
| Difficulty Contacting Service Provider | ||
| Bank Cards | Payment from Credit Cards at Merchants and POS | |
| Payment from Debit Cards at Merchants and POS | ||
| Payment from Credit Cards via Internet | ||
| Payment from Debit Cards via Internet | ||
| Marketing of Services and Products | Advertising | |
| Sales Process | ||
| Contracts and Terms of Dealings | Agreement/Contracts | |
| Account Transactions | ||
| Product Insurance | ||
| Deposit Products | ||
| Credit Products | ||
| Failure to Grant Product | ||
| Collection Practices | ||
| Work Environment |
15
CENTRAL BANK OF JORDAN
البنك المركزي الأردني
| Category | Level 1 Information | Level 2 Information |
|---|---|---|
| Nature and Type of Complaint | Electronic Services | Payment Services |
| Payment via E-Invoicing System through Service Provider's Gateway or Other Payment Systems | ||
| Use of Online Banking Services | ||
| ATMs | ||
| Commissions and Fees | Commissions Charged on Products | |
| Commissions Charged on Services | ||
| Fees Charged on Services and Products | ||
| Interest Rates/Returns | Interest/Returns on Deposits | |
| Interest/Returns on Loans and Credit Cards | ||
| Professional Conduct Behavior | Refusal to Provide Service | |
| Employee Behaviors | ||
| Subsidiary Company/Agent Behaviors | ||
| Difficulty Contacting Service Provider | ||
| Bank Cards | Payment from Credit Cards at Merchants and POS | |
| Payment from Debit Cards at Merchants and POS | ||
| Payment from Credit Cards via Internet | ||
| Payment from Debit Cards via Internet | ||
| Marketing of Services and Products | Advertising | |
| Sales Process | ||
| Contracts and Terms of Dealings | Agreement/Contracts | |
| Account Transactions | ||
| Product Insurance | ||
| Deposit Products | ||
| Credit Products | ||
| Failure to Grant Product | ||
| Collection Practices | ||
| Work Environment |
15
CENTRAL BANK OF JORDAN
البنك المركزي الأردني
| Category | Level 1 Information | Level 2 Information |
|---|---|---|
| Nature and Type of Complaint | Electronic Services | Payment Services |
| Payment via E-Invoicing System through Service Provider's Gateway or Other Payment Systems | ||
| Use of Online Banking Services | ||
| ATMs | ||
| Commissions and Fees | Commissions Charged on Products | |
| Commissions Charged on Services | ||
| Fees Charged on Services and Products | ||
| Interest Rates/Returns | Interest/Returns on Deposits | |
| Interest/Returns on Loans and Credit Cards | ||
| Professional Conduct Behavior | Refusal to Provide Service | |
| Employee Behaviors | ||
| Subsidiary Company/Agent Behaviors | ||
| Difficulty Contacting Service Provider | ||
| Bank Cards | Payment from Credit Cards at Merchants and POS | |
| Payment from Debit Cards at Merchants and POS | ||
| Payment from Credit Cards via Internet | ||
| Payment from Debit Cards via Internet | ||
| Marketing of Services and Products | Advertising | |
| Sales Process | ||
| Contracts and Terms of Dealings | Agreement/Contracts | |
| Account Transactions | ||
| Product Insurance | ||
| Deposit Products | ||
| Credit Products | ||
| Failure to Grant Product | ||
| Collection Practices | ||
| Work Environment |
15
CENTRAL BANK OF JORDAN
البنك المركزي الأردني
| Category | Level 1 Information | Level 2 Information |
|---|---|---|
| Nature and Type of Complaint | Electronic Services | Payment Services |
| Payment via E-Invoicing System through Service Provider's Gateway or Other Payment Systems | ||
| Use of Online Banking Services | ||
| ATMs | ||
| Commissions and Fees | Commissions Charged on Products | |
| Commissions Charged on Services | ||
| Fees Charged on Services and Products | ||
| Interest Rates/Returns | Interest/Returns on Deposits | |
| Interest/Returns on Loans and Credit Cards | ||
| Professional Conduct Behavior | Refusal to Provide Service | |
| Employee Behaviors | ||
| Subsidiary Company/Agent Behaviors | ||
| Difficulty Contacting Service Provider | ||
| Bank Cards | Payment from Credit Cards at Merchants and POS | |
| Payment from Debit Cards at Merchants and POS | ||
| Payment from Credit Cards via Internet | ||
| Payment from Debit Cards via Internet | ||
| Marketing of Services and Products | Advertising | |
| Sales Process | ||
| Contracts and Terms of Dealings | Agreement/Contracts | |
| Account Transactions | ||
| Product Insurance | ||
| Deposit Products | ||
| Credit Products | ||
| Failure to Grant Product | ||
| Collection Practices | ||
| Work Environment |
15
CENTRAL BANK OF JORDAN
البنك المركزي الأردني
| Category | Level 1 Information | Level 2 Information |
|---|---|---|
| Nature and Type of Complaint | Electronic Services | Payment Services |
| Payment via E-Invoicing System through Service Provider's Gateway or Other Payment Systems | ||
| Use of Online Banking Services | ||
| ATMs | ||
| Commissions and Fees | Commissions Charged on Products | |
| Commissions Charged on Services | ||
| Fees Charged on Services and Products | ||
| Interest Rates/Returns | Interest/Returns on Deposits | |
| Interest/Returns on Loans and Credit Cards | ||
| Professional Conduct Behavior | Refusal to Provide Service | |
| Employee Behaviors | ||
| Subsidiary Company/Agent Behaviors | ||
| Difficulty Contacting Service Provider | ||
| Bank Cards | Payment from Credit Cards at Merchants and POS | |
| Payment from Debit Cards at Merchants and POS | ||
| Payment from Credit Cards via Internet | ||
| Payment from Debit Cards via Internet | ||
| Marketing of Services and Products | Advertising | |
| Sales Process | ||
| Contracts and Terms of Dealings | Agreement/Contracts | |
| Account Transactions | ||
| Product Insurance | ||
| Deposit Products | ||
| Credit Products | ||
| Failure to Grant Product | ||
| Collection Practices | ||
| Work Environment |
15
CENTRAL BANK OF JORDAN
البنك المركزي الأردني
| Category | Level 1 Information | Level 2 Information |
|---|---|---|
| Nature and Type of Complaint | Electronic Services | Payment Services |
| Payment via E-Invoicing System through Service Provider's Gateway or Other Payment Systems | ||
| Use of Online Banking Services | ||
| ATMs | ||
| Commissions and Fees | Commissions Charged on Products | |
| Commissions Charged on Services | ||
| Fees Charged on Services and Products | ||
| Interest Rates/Returns | Interest/Returns on Deposits | |
| Interest/Returns on Loans and Credit Cards | ||
| Professional Conduct Behavior | Refusal to Provide Service | |
| Employee Behaviors | ||
| Subsidiary Company/Agent Behaviors | ||
| Difficulty Contacting Service Provider | ||
| Bank Cards | Payment from Credit Cards at Merchants and POS | |
| Payment from Debit Cards at Merchants and POS | ||
| Payment from Credit Cards via Internet | ||
| Payment from Debit Cards via Internet | ||
| Marketing of Services and Products | Advertising | |
| Sales Process | ||
| Contracts and Terms of Dealings | Agreement/Contracts | |
| Account Transactions | ||
| Product Insurance | ||
| Deposit Products | ||
| Credit Products | ||
| Failure to Grant Product | ||
| Collection Practices | ||
| Work Environment |
15
CENTRAL BANK OF JORDAN
البنك المركزي الأردني
| Category | Level 1 Information | Level 2 Information |
|---|---|---|
| Nature and Type of Complaint | Electronic Services | Payment Services |
| Payment via E-Invoicing System through Service Provider's Gateway or Other Payment Systems | ||
| Use of Online Banking Services | ||
| ATMs | ||
| Commissions and Fees | Commissions Charged on Products | |
| Commissions Charged on Services | ||
| Fees Charged on Services and Products | ||
| Interest Rates/Returns | Interest/Returns on Deposits | |
| Interest/Returns on Loans and Credit Cards | ||
| Professional Conduct Behavior | Refusal to Provide Service | |
| Employee |
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The links and the sentences they come from (2)
- Issued under
- قانون البنك المركزي الأردني رقم 23 لسنة 1971 [Central Bank of Jordan Law, Law No. 23 of 1971]1971 · JO-LAW
“Issued pursuant to Paragraph (b/13) of Article (4) and Paragraph (b) of Article (65) of the Central Bank of Jordan Law No. (23) of 1971 and its amendments”
- Basis for
“based on the provisions of Clause (Z) of Article (5) of the Instructions on Internal Procedures for Dealing with Customer Complaints of Financial and Banking Service Providers No. (1/2017) dated 28/8/2017.”
Mentions (17): 1 document this one mentions and 16 documents that mention it, without changing it
- Referred to by
“The instructions "Internal Procedures for Handling Complaints of Financial and Banking Service Providers' Clients" No. (1/2017) dated 28/8/2017 or any other instructions replacing them shall apply.”
“Clients’ complaints shall be handled in accordance with the Instructions of the Internal Procedures for Handling Consumers’ Complaints of Financial and Banking Services Providers No. (1/ 2017) dated 28/8/2017”
“With reference to the provisions of Article (3/8) of the Instructions for Internal Procedures for Dealing with Complaints of Customers of Financial and Banking Service Providers No. (2017/1) dated 2017/8/28”
- Instructions on Financial Consumer Protection for Customers of Licensed Money Exchange Companies2021 · CBJ
“The instructions of “The Internal Procedures for Handling Consumers’ Complaints of Financial and Banking Services Providers” no. (1/2017) dated 28/8/2017”
“The “Instructions of Internal Procedures for Handling Consumers’ Complaints of Financial and Banking Services Providers” No. (1/ 2017) dated 28/8/2017”
- Financial Consumer Protection Instructions for Customers of Licensed Exchange Companies No. (1/2021)2021 · CBJ
“The "Internal Procedures for Handling Complaints of Customers of Financial and Banking Service Providers" No. (2017/1) dated 2017/8/28”
+10 more
“Based on the provisions of Article (18) of the Instructions of the Internal procedures for Handling Consumers’ Complaints of Financial and Banking Services Providers no. (1/ 2017) dated 28/8/2017”
“With reference to the Internal Procedures Instructions for Handling Complaints from Customers of Financial and Banking Service Providers No. (1/2017) dated 28/8/2017”
“With reference to the Instructions on the Internal Procedures for Handling Consumers’ Complaints of Financial and Banking Services Providers no. (1/ 2017) dated 28/8/2017”
“Banks shall adhere to the provisions of the Instructions of the Internal Procedures for Handling Consumers’ Complaints of Financial and Banking Services Providers No. (1/2017) dated 28/8/2017.”
“Banks must adhere to the provisions of the Internal Procedures Instructions for Handling Complaints of Financial and Banking Service Customers No. (2017/1) dated 28/8/2017.”
“the Instructions of the Internal procedures for Handling Consumers’ Complaints of Financial and Banking Services Providers, No. (1/2017)”
“Instructions on Internal Procedures for Dealing with Complaints of Customers of Financial and Banking Service Providers No. (1/2017) apply to customers with disabilities.”
“This is in reference to the Instructions of the Internal Procedures for Handling Consumers’ Complaints of Financial and Banking Services Providers no. (1/ 2017) dated 28/8/2017”
“With reference to the Internal Procedures for Handling Complaints from Customers of Financial and Banking Service Providers Instruction No. (2017/1) dated 2017/8/28...”
- Central Bank of Jordan Microfinance Consumer Financial Protection Instructions No. 2018/152018 · CBJ
“The "Internal Procedures for Handling Complaints of Customers of Financial and Banking Service Providers" Instructions No. (2017/1) dated 28/8/2017, or any other instructions replacing them, shall apply to handle complaints of the Company'…”
- Common references
- Banking Law No. 28 of 2000 (قانون البنوك رقم 28 لسنة 2000)2000 · JO-LAW · cited by 127 CBJ documents
“The words and expressions used in these Instructions shall have the meanings assigned to them in Article (2) of the Banks Law No. (28) of 2000 and its amendments”
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