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Customer Complaints Report April - June 2021

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Customer Complaints Report April - June 2021 Customer Complaints Report April - June 2021 Customer Complaints Report for the months April - June 2021 Production: Consumer Protection Unit Central Bank of Bahrain PO Box 27, Manama Kingdom of Bahrain www.cbb.gov.bh The Customers Complaints Report is a monthly report prepared by the Consumer Protection Unit. It is available in PDF format in the Publications and Data section at http://www.cbb.gov.bh. Customer Complaints Report April - June 2021 Contents 1. Introduction ..................................................................................................... 1 2. Concentration of Complaints .......................................................................... 2 3. Nature of Complaints .................................................................................... 3-5 4. Status of Complaints .............................................................. ….…………………. 6 Customer Complaints Report April - June 2021 1. Introduction The Consumer Protection Unit “CP” received 18 complaints in April 2021, 21 complaints in May 2021, and 15 complaints in June 2021. Totalling 54 complaints. The following graph illustrates the monthly complaints received from 1st of April to 30th of June 2021. Monthly Complaints for Year 2021 25 21 20 18 15 15 Number Number Complaints of 10 5 0 April May June 1 Customer Complaints Report April - June 2021 2. Concentration of Complaints: The complaints received during April - June 2021 are reported with respect to the following financial institutions, banks, and insurance companies as illustrated in the grah below. No. of Complaints (April- June 2021) 10 9 8 7 7 6 5 5 4 4 4 Number Number Complaints of 3 3 3 3 2 2 2 2 2 2 2 2 1 1 1 1 1 1 1 1 1 1 1 1 0 2 Customer Complaints Report April - June 2021 3. Nature of Complaints: The following chart demonstrates the nature of complaints received by the (CP) Unit during the months of April - June 2021. No. of Complaints by Nature (April- June 2021) 20 19 18 17 16 15 15 14 13 12 11 11 10 Number Number Complaints of 9 8 8 7 6 6 5 5 4 4 3 3 2 2 1 0 Nature of Complaint 3 Customer Complaints Report April - June 2021 Following are detailed classifications on the nature of complaints: 3.1 Disputed Amount: The CP unit received 11 complaints regarding Disputed Amounts. Complaints regarding Disputed Amounts pertain specifically to Credimax, Ahli United Bank, Ithmaar Bank, Standard Chartered Bank, Citi Bank, Bank of Bahrain & Kuwait, and National Bank Of Bahrain. 3.2 Delay in processing: The CP unit received 8 complaints regarding Delay in processing. Complaints regarding Delay in processing of transactions and car insurance claims were pertaining specifically to Kuwait Finance House, NEC B.S.C ©, Rain Management W.L.L, Arabia Insurance, Bahrain National Insurance, Takaful International Co. B.S.C, and Gulf Union Insurance. 3.3 Credit Cards: The CP unit received 6 complaints regarding credit cards. Complaints regarding credit cards were pertaining specifically to Ithmaar Bank, Bahrain Islamic Bank, National Bank of Bahrain, Bahrain Credit, and Standard Chartered Bank. 3.4 Loan issue: The CP unit received 5 complaints regarding Loan issues. Complaints regarding Loan issues were pertaining specifically to Arab Bank, Bahrain Development Bank, Bahrain Islamic Bank, and Kuwait Finance House. 4 Customer Complaints Report April - June 2021 3.5 Reschedule Loans: The CP unit received 4 complaints regarding Rescheduling Loans. Complaints regarding Rescheduling Loans were pertaining specifically to Bahrain Islamic Bank, Citi Bank, Khaleeji Commercial Bank, and National Bank of Bahrain. 3.6. Disputed Car Insurance Claims: The CP unit received 3 complaints regarding Disputed Car Insurance Claims. Complaints regarding Disputed Car Insurance Claims were pertaining specifically to AXA Insurance, and Tazur Insurance. 3.7 Fees/ Charges: The CP unit received 2 complaints regarding Fees/Charges. Complaints regarding Fees/Charges were pertaining specifically to NEC, and Rain Management W.L.L 3.8 Others: The CP unit received 15 complaints regarding Cheques issues, Dispute’s in investment/ insurance policies, Atm Card Delivery, Dormant Account, POS Machine, Processing of Shares, Rejection of Life Insurance Claim, Viewing the Benefit Report, and Closure of Account. These Complaints pertain specifically to Bahrain Development Bank, Venture Capital Bank, Citi Bank, Standard Chartered Bank, Takaful International Co., Nexus Financial Services, Zurich Insurance, Ahli United Bank and Bahrain Kuwait Insurance Company. 5 Customer Complaints Report April - June 2021 4. Status of Complaints All the complaints received from April - June 2021 have been resolved. 6 .
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