Establish robust mechanisms for customer feedback, complaints and referrals and reporting system to build trust and safeguard customers
An effective feedback/complaints, referrals and reporting system is essential for maintaining service quality, ensuring fairness, and strengthening trust between customers and providers.
This tool includes a set of resources designed to help financial service providers establish strong customer feedback and complaints systems to improve service quality. It includes a practical checklist, guidance on joint referral and reporting processes with humanitarian/development organizations, and a script to support clear, safe communication when encountering sensitive cases.
