Banken for en verden i endring The bank for a ... - BNP Paribas

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Banken for en verden i endring The bank for a ... - BNP Paribas

• relations with clients and suppliers / listening to our clients and meeting their needs

Stage 1

The intranet Complaints system processes complaints and monitors

them on a qualitative basis. The complaints are centralised and

sorted against a list of several hundred complaint categories, and

a suitable response is proposed. The system is available on sales

teams’ workstations and improves the quality of their response.

Stage 2

Oral complaints that cannot be resolved at branch level

are referred to the Consumer Relations Manager (CRM)

using the same procedure as for written complaints. This

procedure relies heavily on IT resources. A CRM is allocated

to each grouping of branches and is backed up by

the Group’s Consumer Experts unit.

The Client Satisfaction mechanism,

which is enhanced by

the Quality and Consumer

Relations function, is complemented

by tools that coordinate

suggestions, information

requests and complaints.

BNP Paribas is the only bank

to offer such a comprehensive,

transparent and easy-to-use

system. Thanks to this system,

the number of complaints sent

directly to Executive Management

has decreased by 30%.

Stage 3

The Consumer Relations Experts unit applies its tax and legal

knowledge to ensure the most appropriate response to complex

complaints. The quality of responses to clients is measured by

means of performance criteria that cover issues such as length

of time taken to respond, clarity of the response, empathy demonstrated

and extra explanation provided. This unit supervises

the investigation of complaints and has the authority to enter

into negotiations with clients that may avoid recourse to the next

stage mediation.

Stage 4

Clients can refer complaints to an external independent mediator

at any time. This Mediator, whose contact details appear on clients’

bank statements, arbitrates disputes regarding the current accounts

of individuals lodging non-business-related complaints, hands down

an opinion within two months of the arbitration. Of the 2,404 complaints

received in 2006, 1,231 qualified for mediation. Of the latter,

882 were dealt with by the business units and 349 required a

Mediator’s opinion.

BNP Paribas is the only bank

to publish its mediator’s report.

Dialogue with consumers

The system for responding to customer complaints

is broken down into four stages:

When the mediation system was set up in 2002,

BNP Paribas limited the mediator’s involvement

to areas provided by law. The mediator could

be called on in the event of disputes between

the bank and individual clients with non-business-related

complaints regarding the deposit

account agreement, free offers and incentives,

and bundled sales. In 2006, BNP Paribas gradually

extended the mediator’s scope of activity

to include loan implementation terms and conditions,

loan-related insurance policies and the execution

of stock market and mutual fund orders.

93 BNP PARIBAS AND ITS STAKEHOLDERS

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