UAE banks eye plan to improve customer complaints system

UAE Banks Federation says working on 'unified approach' to increase transparency in sector
UAE banks eye plan to improve customer complaints system
UAE Banking Federation chairman Abdul Aziz Al Ghurair.
By Staff writer
Fri 09 Dec 2016 10:34 AM

Banks operating in the UAE are working on plans to establish a unified approach to dealing with customer complaints, according to the UAE Banks Federation.

The body representing 49 banks in the UAE said in a statement that it has initiated a sector-wide study to explore the scope and structural improvements necessary to build a robust framework to deal with complaints.

Speaking on the sidelines of a Federation meeting, chairman Abdul Aziz Al Ghurair said the body is "dedicated to building a resilient industry that... takes a strategic approach to challenges such as customer experience, fraud and threat to cyber security".

Al Ghurair said the unified system would benefit the UAE’s banking sector and would ultimately help to reduce the number of customer complaints.

“Providing a unified framework for customer complaints will bring greater transparency and efficiency when dealing with grievances and make the process of redressal more meaningful and time-bound,” he said.

He added: “Effective implementation of such a framework will translate into more empowered customers. We welcome participants to use this platform, where banks share commitment towards a stronger banking industry and happier customers.”

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