Page 145 - ACCESS BANK ANNUAL REPORTS_eBook

fed back to the relevant business units to avoid reoccurrence. Customers’ complaints metrics are analysed and reports presented to Executive Management and the Operational Risk Management
The ‘Resolve or Refer’ Command Centre serves to encourage timely service delivery and first time resolution of customer issues. The Command Centre is manned by a senior management staff
We diligently track complaint information for continuous improvement of our processes and services. An independent review of the root cause of complaints is carried out and lessons learnt are
AMOUNT REFUNDED (NAIRA) 2016 2017 - - - - 3,058,341,677 106,889,998 - - - - AMOUNT REFUNDED (USD) 2016 2017 - - - - 118,688 - - - - -

with mandate to ensure that most customer issues are resolved same day. It provides support to all departments and branches on the resolution of customers’ complaints.
CUSTOMERS’ COMPLAINTS REPORT FOR THE YEAR ENDED DECEMBER 31, 2017

2016 623,867,921 31,382,190,881 30,772,621,392 - 1,233,437,410 2016 - 69,878,941 68,184,828 - 1,694,114
AMOUNT CLAIMED (NAIRA) 2017 1,233,437,410 26,168,583,765 27,229,511,381 - 172,509,794 AMOUNT CLAIMED (USD) 2017 1,694,114 91,096,663 90,365,863 - 2,424,914

NUMBER OF COMPLAINTS 2016 2017 132,396 8,658 204,773 285,737 328,511 285,842 - - 8,658 8,553 NUMBER OF COMPLAINTS 2016 2017 116 78 1,618 1,609 1,656 1,637 - - 78 50

is provided to the customer. Resolve or Refer Command Centre Complaints tracking and reporting Committee. Reports on customers’ complaints are also sent to the Central Bank of Nigeria as required. NAIRA DESCRIPTION Pending compliants B/F Received complaints Resolved complaints Unresolved complaints escalated to Central Bank of Nigeria for intervention Unresolved complaints pending with the Bank C/F USD DESCRIPTION Pending compliants B/F Re

S/N
S/N
4
5
1
3
2
2
1
4
3

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Annual Report & Accounts 2017