Customer complaints outstanding for more than 3 months - reporting form

Summary

This is a standard reporting form issued by the JFSC for deposit takers (banks) to disclose customer complaints that have remained unresolved for more than three months. It is a data-collection template rather than a rule imposing new standards, but completing and submitting it is itself a regulatory requirement for banks that have such outstanding complaints.

• Bank identification: Bank name and the date of the return.
• Contact officer: Name, position, telephone number and email address of the bank officer able to answer further queries.
• Per-complaint details: For each outstanding complaint: date received, customer name or reference, description of the complaint, current status, date of last correspondence, and outstanding actions.

Key obligations

• Deposit takers must complete this form to report to the JFSC any customer complaints that have been outstanding for more than three months, including complaint details and the status of each case.
• Deposit takers must provide the name and contact details of a bank officer able to respond to further queries about the reported complaints.

Applies to

deposit takers, banks