FICSD Circular No. 02: Statement of Complaints for Banks and Financial Institutions

FINANCIAL INTEGRITY AND CUSTOMER SERVICES DEPARTMENT BANGLADESH BANK HEAD OFFICE DHAKA. FICSD Circular No: 02/2014 Date: 20/10/2014

Managing Director / Chief Executive Officer, All Scheduled Banks and Financial Institutions in Bangladesh.

Dear Sir,

Regarding the submission of the Statement of Complaints for Banks and Financial Institutions

In order to protect the interests of customers of banks and financial institutions, ensure minimum standards of customer service, and establish a smooth mechanism for complaint resolution, Bangladesh Bank has recently formulated a policy titled "Policy Guidelines for Statement of Complaints for Banks and Financial Institutions". According to this policy, all banks and financial institutions are required to send monthly details of complaints received to the Bangladesh Bank. This monthly statement must be submitted through the Online Reporting Tool (ORT) provided on the FICSD website. A sample of the template (Annexure - 1) and instructions for filling it out (Annexure - 2) are attached.

Please acknowledge receipt.

Yours faithfully, (Swapan Kumar Roy) Deputy General Manager Phone: 9530132

Annexure-1 "Statement of Complaints for Banks and Financial Institutions"

[Table Header] Reporting Date | Bank Name | Branch Code | Complaint Reference Number | Complaint Date | Customer Name | Type of Complaint | Subject of Complaint | Amount Involved | Resolution Date

Annexure - 2 Instructions for filling out the "Statement of Complaints" template:

General Instructions:

1. Prepare the data based on the last date of each month and upload the data to the website by the 10th of the following month.
2. No hard copies are to be sent.

Instructions for filling out the template:

1. Column 1: Reporting Date, i.e., the last date of the reporting month.
2. Column 2: Name of the reporting bank.
3. Column 3: Code number of the branch against which the complaint was filed (allocated by Bangladesh Bank).
4. Column 4: In the "Complaint Reference Number" box, enter the reference number assigned by the bank to accept the customer's complaint.
5. Column 5: In the "Complaint Date" box, enter the date the customer filed the complaint.
6. Column 6: In the "Customer Name" box, enter the name of the complainant.
7. Column 7: In the "Type of Complaint" box, select the type of complaint from the provided list.
8. Column 8: In the "Subject of Complaint" box, enter a brief title for the complaint.
9. Column 9: In the "Amount Involved" box, if money is involved in the complaint, mention the amount. If no monetary matter is involved, enter "0".
10. Column 10: Enter the date the complaint was resolved. Special note regarding this column:
    • If the complaint was filed and resolved within the same reporting month, enter the data according to the general rule.
    • If the complaint filed during the reporting month is not resolved, leave the "Resolution Date" box blank.
    • If a complaint filed in the previous month is resolved in the current reporting month, only fill in the reference number (Complaint Reference Number) and resolution date (Resolution Date) of the previously reported complaint; do not fill in other boxes.