Tools & Resources Complaints-Analysis Spreadsheet (Fundacion Delamujer)

Complaints-Analysis Spreadsheet (Fundacion Delamujer)

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Fundacion Delamujer has shared with the Campaign their complaints analysis spreadsheet for monitoring and classifying complaints. It is intended to divide complaints according to their importance, type, and branch. 

AP1_LogoAs 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. Additionally, it is important for MFIs to have clear processes that detail who will respond to clients’ complaints and the appropriate times to do so.

Fundacion Delamujer has shared with the Campaign their complaints analysis spreadsheet for monitoring and classifying complaints. It is intended to divide complaints according to their importance, type, and branch. This allows the institution to adequately monitor their branches and determine where and how they can improve their customer service.

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