Tools & Resources Resolving Client Complaints: The Example of Ujjivan, India
PoorBest

This case study describes the successful implementation of Client Protection Principle #7 — Mechanisms for Complaint Resolution, by the Indian MFI Ujjivan Financial Services Pvt Ltd. All financial service providers should have in place a timely and responsive mechanism to resolve client problems and improve their products and services. 

Resolving Client Complaints Ujjivan banner

Despite support for mechanisms for complaint resolution through regulations and industry codes, many institutions do not provide clients with an effective way to complain and have these complaints resolved. Indian institutions often grapple with understanding what goes into setting up an accessible comprehensive complaint resolution system. There are also hurdles of distilling the value proposition for an institution to set up a resolution system. This case study helps financial service providers answer such questions, using the example of Ujjivan Financial Services Pvt Ltd.

The Client Protection Principles (CPPs) are the minimum standards that clients should expect to receive when doing business with a financial institution.

This case study describes the successful implementation of Client Protection Principle #7 — Mechanisms for Complaint Resolution, by the Indian MFI Ujjivan Financial Services Pvt Ltd. All financial service providers should have in place a timely and responsive mechanism to resolve client problems and improve their products and services. However, this is not common practice across the Indian microfinance market, or it is a perfunctory measure put in place to comply with government regulation. Financial service providers can use this case study to understand a successful model for complaints resolution.

 

Download the Tool (English) »

Resolving Client Complaints: The Example of Ujjivan, India