[CIB seeks to maintain and enhance our reputation of providing you with high quality products and services]
Complaints Handling Policy and Procedures
We value complaints as they assist us to improve our products, services and customer service. CIB is committed to being responsive to the needs and concerns of our customers or potential customers and to resolving your complaint as quickly as possible. This policy has been designed to provide guidance to both our customers and staff on the manner in which CIB receives and manages your complaint. We are committed to being consistent, fair and impartial when handling your complaint. The objective of this policy is to ensure:
- You are aware of our complaint lodgement and handling processes
- Both you and our staff understand our complaints handling process
- Your complaint is investigated impartially with a balanced view of all information or evidence
- Your complaint is considered on its merits taking into account individual circumstances and needs.
If you are dissatisfied with a service provided by us, you should in the first instance consider speaking directly with the staff member you have been dealing with. If you are uncomfortable with this or consider the relevant staff member is unable to address your concerns you can lodge a complaint with us in one of the following ways:
- By completing a feedback form {available at the Front Desk or Main Lobby}
- By telephoning us on {630-1390}
- By writing to us {8 Norwood Road, Kingston 5}
- By emailing{[email protected]}
- By speaking to any Manager that may be available
When we are investigating your complaint we will be relying on information provided by you and information we may already be holding. We may need to contact you to clarify details or request additional information where necessary. To help us investigate your complaint quickly and efficiently we will ask you for the following information:
- Your name and contact details
- The name of the person you have been dealing with about your Insurance needs
- The nature of the complaint
- Details of any steps you have already taken to resolve the complaint
- Copies of any documentation which supports your complaint.
Miss Winsome Taylor
Customer Relations & Human Resources Manager
630-1390
[email protected]
We will also record all dates and times relating to actions taken to resolve the complaint and communications between us.
If you complain about a member of our staff, we will treat your complaint confidentially,
Impartially and equally. We will investigate your complaint thoroughly by finding out the relevant facts, speaking with the relevant people and verifying explanations where possible. We will also treat our staff member objectively by:
- Informing them of any complaint about their performance
- Providing them with an opportunity to explain the circumstances
- Providing them with appropriate support
- Updating them on the complaint investigation and the result.
*Employees may access all information regarding open complaints via CIB website
We acknowledge: Within three business days of receiving your complaint we will acknowledge receipt of your complaint.
We review: We undertake an initial review of your complaint and determine if any additional information or documentation may be required to complete an investigation. We may need to contact you to clarify details or request additional information where necessary.
We investigate: Within 10 business days of receiving your compliant we will investigate your complaint objectively and impartially, by considering the information given to us.
We respond: Following our investigation we will notify you of our findings and any actions we may have taken in regards to your complaint.
We take action: Where appropriate we amend our business practices or policies.
We record: We will record your complaint for continuous improvement process and monitoring through regular review.