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AMOUNT REFUNDED (GBP) 2016 2017 - - - - 5,024 - - - - - AMOUNT REFUNDED (EUR) 2016 2017 - - - - 1,720 - - - - -
2016 7,000 786,508 793,508 - - 2016 - 1,528,345 1,528,345 - -
AMOUNT CLAIMED (GBP) 2017 - 3,851,731 3,840,531 - 11,200 AMOUNT CLAIMED (EUR) 2017 - 16,009,241 16,004,241 - 5,000
2016 6 93 96 - 3 2016 2 61 60 - 3
NUMBER 2017 3 78 79 - 2 NUMBER 2017 3 60 59 - 4 Deliberate efforts are made to solicit feedback from customers and staff on the Bank’s services and products The feedback obtained from customers are reviewed and lessons learnt are used for staff training and service improvement across the Bank.
DESCRIPTION Pending compliants B/F Received complaints Resolved complaints Unresolved complaints escalated to CBN for intervention Unresolved complaints pending with the bank C/F DESCRIPTION Pending compliants B/F Received complaints Resolved complaints Unresolved complaints escalated to CBN for intervention Unresolved complaints pending with the bank C/F Solicited Customer Feedback Customer interviews Customers forum Quest for Exce
GBP EUR through the following: Questionnaires
S/N 1 2 3 4 5 S/N 1 2 3 4 5 • • • • •
146 Access BAnk Plc
Annual Report & Accounts 2017
