As noted in Principle 5, Mechanisms for Redress of Grievances, all microfinance institutions should have in place processes for receiving and handling client complaints. MFIs need to have clear processes that detail how staff should interact with clients and how complaints should be handled. They should have appropriate forms for both clients and staff in order to make clients know that their complaints will be taken seriously and there will be follow-up.
Tamweelcom in Jordan has provided the Campaign with their Complaints Handling Manual, which contains detailed scripts of telephone interactions with clients, a flow chart of the complaints process within the institution, as well as their internal forms to be filled out by both clients and staff when a complaint is lodged. This tool will give MFIs a good example of what types of forms and follow up are necessary to keep track of complaints and their resolution.