COMPLAINT HANDLING PROCESS AT I&M BANK
At I&M, we value feedback from our customers and recognize that complaints provide opportunities for improvement in our service. We aim to resolve complaints in a fair timely, and transparent manner.
- Complaint Management Process
Our complaints Management is structured into 3 tiers, each with defined roles, responsibilities and timeframes for resolution:
| Level |
Definition |
Standard time |
| Tier 1 |
All staff in direct contact with the customer, including customer service, call center, loan center |
Maximum of 24 hours |
| Tier 2 |
Escalation points within the Bank including Team Leaders, supervisors, BMs |
Maximum of 48 hours |
| Tier 3 |
Highest escalation within the bank, including Senior Management and Head of Various departments |
Maximum of 72 hours |
Turnaround time for complaint handling internally shall not exceed 7 days and the highest turnaround time is 13 days.
