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Complaints policy template

Complaints policy template 2026

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The Consumer Complaint Policy of [INSERT BANK NAME] outlines the procedures for addressing consumer complaints regarding the bank's products and services. It emphasizes prompt and accurate responses, documentation of complaints, and the involvement of the Compliance Officer in managing complaints. The policy aims to improve customer relations and compliance while ensuring that specific regulatory requirements are met. Complaints related to fraud or security issues are directed to the Security Officer. The policy was approved by the Board of Directors.

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Click ‘Get Form’ to open the complaints policy template in the editor.
Begin by entering your bank's name in the designated field at the top of the document. This personalizes the policy and ensures clarity for all users.
In the section regarding complaint handling, specify the name of your Compliance Officer. This is crucial for directing complaints appropriately.
Fill out Appendix A by documenting each consumer complaint. Include fields such as 'Date received', 'Customer name', and 'Description of complaint' to maintain a comprehensive record.
Ensure that you indicate how the resolution was communicated to the consumer by checking the appropriate box (Letter, Verbal, Email) in Appendix A.
Finally, review all entries for accuracy before saving or exporting your completed document. This step is vital for maintaining professionalism and compliance.

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