RepoRt on - BNP Paribas

dialogue with consumers
the system for responding to customer complaints has four stages:
stage 1
client complaints represent a major commercial risk, and
proper handling can contribute to overall client satisfaction.
bnP Paribas’ process, introduced in 2003, aims to resolve complaints
as quickly as possible.
volet 2
complaints are handled by consumer Relationship managers
from within a group of around 100 branches. the group uses
complaint management software to register complaints directly
in client files, process complaints efficiently, generate
replies to clients, track the status of complaints, and calculate
and analyse complaint statistics.
stage 3
consumer Relationship experts work with consumer
relationship managers, providing their expertise to ensure
the best response to complex complaints. the department
investigates certain sensitive complaints. it can also negotiate
with customers in order to avoid mediation. the consumer
relationship experts department received iso 9001 certification
in 2007.
stage 4
customers can refer matters to an external mediator, independent
of bnP Paribas, at any time. the mediator’s contact
details appear on the customer’s account statement. the mediator
handles complaints made against the bank by individuals
in their non-professional capacity. it provides an opinion within
two months. in 2009, the mediator received 3,306 letters. of
these, 2,595 were forwarded to the correct contact person,
and opinions were issued on 711 matters.
ReAsons foR mediAtoR RefeRRAls in 2009
0.50% remote banking
2% self-service banking
3% savings
11.50 % loans
2% Personal risk insurance
18% life insurance
2% loan insurance
8% billing/Pricing
12% Payment methods
27% account running
14% securities
61 <strong>RepoRt</strong> on CoRpoRate SoCial and enviRonmental ReSponSibility
BNP Paribas is the only bank to implement such a comprehensive,
transparent, and easy-to-use system. This system has
reduced the number of complaints sent directly to the
executive Management and allows the Group to implement
targeted remedial and preventative actions.
Performance criteria are used to measure the quality with
which client complaints are addressed, including response
time, clarity, empathy and information provided.
BNP Paribas’ Quality and Customer Relationship Management
function implements the Group’s customer satisfaction policy.
This policy is further facilitated by software to handle client
suggestions and queries related to complaints.
when introducing mediation in 2002,
bnP Paribas focused on the legal
application of the mediator’s jurisdiction.
disputes relating to deposit account
agreements, sales with premiums and
bundled sales could be referred to the
mediator. However, bnP Paribas has
gradually extended the mediator’s
scope so that it now includes all products
and services sold to retail clients.
the mediation service was affected
by severe turbulence arising from the
recession in 2009. However, the 27%
increase in mediator opinions issued is
modest given the impact that the recession
has had on those with low incomes
and the impact of falling markets on financial
assets.
the average time taken to deal with
complaints fell from 49 to 39 days.