{"id":26067,"date":"2022-07-29T16:39:34","date_gmt":"2022-07-29T16:39:34","guid":{"rendered":"https:\/\/tcit.ae\/ubf\/?page_id=26067"},"modified":"2022-09-08T10:34:56","modified_gmt":"2022-09-08T10:34:56","slug":"customer-complaint-handling-framework","status":"publish","type":"page","link":"https:\/\/tcit.ae\/ubf\/activities\/initiatives\/customer-complaint-handling-framework\/","title":{"rendered":"Customer Complaint Handling Framework"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"26067\" class=\"elementor elementor-26067\">\n\t\t\t\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-27beaf0 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"27beaf0\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-74e4935\" data-id=\"74e4935\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-cd1875c elementor-widget elementor-widget-heading\" data-id=\"cd1875c\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.6.8 - 27-07-2022 *\/\n.elementor-heading-title{padding:0;margin:0;line-height:1}.elementor-widget-heading .elementor-heading-title[class*=elementor-size-]>a{color:inherit;font-size:inherit;line-height:inherit}.elementor-widget-heading .elementor-heading-title.elementor-size-small{font-size:15px}.elementor-widget-heading .elementor-heading-title.elementor-size-medium{font-size:19px}.elementor-widget-heading .elementor-heading-title.elementor-size-large{font-size:29px}.elementor-widget-heading .elementor-heading-title.elementor-size-xl{font-size:39px}.elementor-widget-heading .elementor-heading-title.elementor-size-xxl{font-size:59px}<\/style><h2 class=\"elementor-heading-title elementor-size-default\">Initiatives<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-d2ed384 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"d2ed384\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-c679ef3\" data-id=\"c679ef3\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3c95ece elementor-widget elementor-widget-heading\" data-id=\"3c95ece\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Initiatives List<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-415a8b7 uael-submenu-icon-plus uael-nav-menu__breakpoint-none sidebarmenu uael-nav-menu__align-left uael-link-redirect-child elementor-widget elementor-widget-uael-nav-menu\" data-id=\"415a8b7\" data-element_type=\"widget\" data-widget_type=\"uael-nav-menu.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"uael-nav-menu uael-layout-vertical uael-nav-menu-layout\" data-layout=\"vertical\">\r\n\t\t\t\t<div class=\"uael-nav-menu__toggle elementor-clickable\">\r\n\t\t\t\t\t<div class=\"uael-nav-menu-icon\">\r\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t<nav class=\"uael-nav-menu__layout-vertical uael-nav-menu__submenu-plus\" data-toggle-icon=\"\" data-close-icon=\"\" data-full-width=\"\"><ul id=\"menu-1-415a8b7\" class=\"uael-nav-menu\"><li id=\"menu-item-26025\" class=\"menu-item menu-item-type-post_type menu-item-object-page parent uael-creative-menu\"><a href=\"https:\/\/tcit.ae\/ubf\/activities\/initiatives\/compliance-framework-assessment\/\" class = \"uael-menu-item\">Compliance Framework Assessment<\/a><\/li>\n<li id=\"menu-item-26132\" class=\"menu-item menu-item-type-post_type menu-item-object-page parent uael-creative-menu\"><a href=\"https:\/\/tcit.ae\/ubf\/activities\/initiatives\/standardization-of-islamic-windows\/\" class = \"uael-menu-item\">Standardization of Islamic Windows<\/a><\/li>\n<li id=\"menu-item-26133\" class=\"menu-item menu-item-type-post_type menu-item-object-page parent uael-creative-menu\"><a href=\"https:\/\/tcit.ae\/ubf\/activities\/initiatives\/tasharuk-cyber-security-intelligence-sharing-platform\/\" class = \"uael-menu-item\">TASHARUK \u2013 Cyber security intelligence sharing platform<\/a><\/li>\n<li id=\"menu-item-26129\" class=\"menu-item menu-item-type-post_type menu-item-object-page parent uael-creative-menu\"><a href=\"https:\/\/tcit.ae\/ubf\/activities\/initiatives\/ethical-selling-framework\/\" class = \"uael-menu-item\">Ethical Selling Framework<\/a><\/li>\n<li id=\"menu-item-26131\" class=\"menu-item menu-item-type-post_type menu-item-object-page parent uael-creative-menu\"><a href=\"https:\/\/tcit.ae\/ubf\/activities\/initiatives\/modus-operandi\/\" class = \"uael-menu-item\">Modus Operandi<\/a><\/li>\n<li id=\"menu-item-26125\" class=\"menu-item menu-item-type-post_type menu-item-object-page parent uael-creative-menu\"><a href=\"https:\/\/tcit.ae\/ubf\/activities\/initiatives\/close-out-netting\/\" class = \"uael-menu-item\">Close Out Netting<\/a><\/li>\n<li id=\"menu-item-26127\" class=\"menu-item menu-item-type-post_type menu-item-object-page parent uael-creative-menu\"><a href=\"https:\/\/tcit.ae\/ubf\/activities\/initiatives\/customer-complaint-handling-framework\/\" class = \"uael-menu-item\">Customer Complaint Handling Framework<\/a><\/li>\n<li id=\"menu-item-26128\" class=\"menu-item menu-item-type-post_type menu-item-object-page parent uael-creative-menu\"><a href=\"https:\/\/tcit.ae\/ubf\/activities\/initiatives\/emirates-digital-wallet\/\" class = \"uael-menu-item\">Emirates Digital Wallet<\/a><\/li>\n<li id=\"menu-item-26130\" class=\"menu-item menu-item-type-post_type menu-item-object-page parent uael-creative-menu\"><a href=\"https:\/\/tcit.ae\/ubf\/activities\/initiatives\/islamic-governance-unit\/\" class = \"uael-menu-item\">Islamic Governance Unit<\/a><\/li>\n<li id=\"menu-item-26126\" class=\"menu-item menu-item-type-post_type menu-item-object-page parent uael-creative-menu\"><a href=\"https:\/\/tcit.ae\/ubf\/activities\/initiatives\/court-banking-experts\/\" class = \"uael-menu-item\">Court Banking Experts<\/a><\/li>\n<li id=\"menu-item-26134\" class=\"menu-item menu-item-type-post_type menu-item-object-page parent uael-creative-menu\"><a href=\"https:\/\/tcit.ae\/ubf\/activities\/initiatives\/together-with-together\/\" class = \"uael-menu-item\">Together with Together<\/a><\/li>\n<\/ul><\/nav>\r\n\t\t\t\t\t\t\r\n\t\t<\/div>\r\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-685a7ce\" data-id=\"685a7ce\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-0250c2c elementor-widget elementor-widget-heading\" data-id=\"0250c2c\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Customer Complaint Handling Framework<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a653813 elementor-widget elementor-widget-text-editor\" data-id=\"a653813\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.6.8 - 27-07-2022 *\/\n.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#818a91;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#818a91;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block}<\/style>\t\t\t\t<p>As a measure of resilience of new business, UBF has concentrated its effort towards refining customer experience in order to maintain and expand the banks\u2019 client bases. UBF Retail Banking Committee, in collaboration with a leading consultant, outlined a new framework to structure customer interactions and thereby improve the quality of customer experience throughout the UAE. In addition, the committee will actively encourage member banks to adopt this new framework.<\/p><p>The framework was initiated in 2016 and aims to manage and reduce negative customer experiences by increasing the degree of transparency and efficiency in customer service. The new structure has been designed in order to identify effective and streamlined procedures to achieve an ideal \u201ccomplaint lifecycle\u201d at banks. The effective implementation of the framework will improve the experience of customers posed with a problem \u2014 right from the inception of their complaint, through the process of notification of the proper authorities, to its resolution.<\/p><p>The framework addresses all departments related to customer accounts across banks. The Federation strongly believes that the framework will establish a more empowered and protected customer environment, resulting in a stronger banking industry that handles complaints efficiently, professionally and respectfully.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Initiatives Initiatives List Compliance Framework Assessment Standardization of Islamic Windows TASHARUK \u2013 Cyber security intelligence sharing platform Ethical Selling Framework Modus Operandi Close Out Netting Customer Complaint Handling Framework Emirates Digital Wallet Islamic Governance Unit Court Banking Experts Together with Together Customer Complaint Handling Framework As a measure of resilience of new business, UBF has &hellip;<\/p>\n<p class=\"read-more\"> <a class=\"\" href=\"https:\/\/tcit.ae\/ubf\/activities\/initiatives\/customer-complaint-handling-framework\/\"> <span class=\"screen-reader-text\">Customer Complaint Handling Framework<\/span> Read More &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"parent":25964,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"site-sidebar-layout":"no-sidebar","site-content-layout":"page-builder","ast-global-header-display":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"disabled","ast-breadcrumbs-content":"","ast-featured-img":"disabled","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","footnotes":""},"_links":{"self":[{"href":"https:\/\/tcit.ae\/ubf\/wp-json\/wp\/v2\/pages\/26067"}],"collection":[{"href":"https:\/\/tcit.ae\/ubf\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/tcit.ae\/ubf\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/tcit.ae\/ubf\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/tcit.ae\/ubf\/wp-json\/wp\/v2\/comments?post=26067"}],"version-history":[{"count":16,"href":"https:\/\/tcit.ae\/ubf\/wp-json\/wp\/v2\/pages\/26067\/revisions"}],"predecessor-version":[{"id":30293,"href":"https:\/\/tcit.ae\/ubf\/wp-json\/wp\/v2\/pages\/26067\/revisions\/30293"}],"up":[{"embeddable":true,"href":"https:\/\/tcit.ae\/ubf\/wp-json\/wp\/v2\/pages\/25964"}],"wp:attachment":[{"href":"https:\/\/tcit.ae\/ubf\/wp-json\/wp\/v2\/media?parent=26067"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}