Handling Customer Voice
OTP Bank Albania in line with the legal framework of the Republic of Albania and OTP Group spirit, since several years now has in its focus the handling of voice of customer as part of its philosophy and centric strategy.
In this regard, OTP Bank Albania is engaged to treat the voice of customer through a dedicated procedure.
The purpose of this procedure is to define and describe the steps that all actors in the bank must follow when facing a complaint, need for information or assistance (all these compound the “Voice of Customer”).
The voice of customer is treated through different processes based on the receiving method and channel.
- The handling process of the complaints received in written form:
- The handling process of the complaints received verbally (through voice call, video call, voice SMS or face to face)
- The handling process of the requests for information received verbally or in Written form
- The handling process of the letter sent to state authorities or all the other parties indirectly introducing the VoC to the Bank
- The handling process of the complaints gathered through surveys
Related to complaints:
The expression of a dissatisfaction of a client that can derive from different reasons (a misunderstanding, a feeling of injustice or simply the results of a malfunction of one of the products) should be considered as a claim / complaint and it should be treated with equal priority.
The client can express the verbal complaint through the phone or face to face with a bank employee.
Complaints in a written form:
The handling process of the complaints received in written form:
- A letter filed in the Suggestion Box
- Letter filed with the EK & MS Sector / Protocol office
- Social Media
- Virtual Consultant
- Online Banking Communication Center
Complaints in verbal form:
When an employee of the General Directorate of the bank encounters a verbal complaint, he recommends to the client one of the following ways:
- Suggests that he address a formal complaint to the bank by filling out the form below
- Suggests Quality Service Center phone number
- Suggests official e-mail addresses: ankesa@otpbank.al and info@otpbank.al
- Whether the complaint is based on facts or on the client’s perception, it is treated and answered by giving it the same importance.
- The standard time to respond to a standard complaint is 10 business days.
- In case more time is needed, then the client should be notified of the additional time needed.
- In these cases complaints are processed within 20 working days from the date of arrival in the bank, despite their complexity.
- All types of complaints are treated with the same level of confidentiality as any other task related to the client’s activity.
Related to request for information / assistance:
If a bank employee encounters a request for information / assistance from a client she/he should give immediate answer to him/her.
- The requests for which answers can be given immediately are the ones that are related only with general information on its banking products and services all licensed activities of the bank, Terms & Conditions, Interest Rates.
- NO information should be given, which is related to the client and is considered confidential.