Tools & Resources Complaints-Handling Manual (FONDESURCO)

Complaints-Handling Manual (FONDESURCO)

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FONDESURCO in Peru shared their Complaints-Handling Manual with the Campaign. The manual carefully describes the complaints process and who is responsible for each piece.

FondesurcoAs 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.

FONDESURCO in Peru shared their Complaints-Handling Manual with the Campaign. The manual carefully describes the complaints process and who is responsible for each piece. Additionally it contains two flow charts detailing the process for complaints and suggestions, copies of forms provided to clients and staff directed at lodging complaints and their respective follow-up, as well as copies of brochures given to clients at offices to inform them about the complaints process.

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