Tools & Resources Complaints-Handling Brochure for Clients (Opportunity Bank)

Complaints-Handling Brochure for Clients (Opportunity Bank)

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Opportunity Bank Serbia has shared with the Campaign a client brochure detailing exactly where and how to lodge a complaint. The brochure provides clients with a list of steps for introducing a complaint or suggestion through various means and next steps and what to do if the client is not happy with the outcome.

Opportunity_Bank_SerbiaAs noted in Principle 5, Mechanisms for Redress of Grievances, all microfinance institutions should have in place processes for receiving and handling client complaints. Just as important is ensuring that clients understand what those processes are and how to use them. This can be done in multiple ways: through call-center numbers displayed on marketing materials; discussing this information during the sales, disbursement, and collections speeches; and displayed in MFI branch offices.

Opportunity Bank Serbia has shared with the Campaign a client brochure detailing exactly where and how to lodge a complaint. The brochure provides clients with a list of steps for introducing a complaint or suggestion through various means–such as a suggestion box, telephone call, email, or in person–and also provides information about next steps and what to do if the client is not happy with the outcome. The institution provides contact information for each of their offices to which clients can call and ask for more information.

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