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The Central Bank of Brazil (BB) led the ranking of complaints against financial institutions in the fourth quarter of 2018, according to the Central Bank (BC). The list, regularly published by the agency, refers to banks that have more than four million customers at their base. Banco Central (British Columbia) received 1,585 complaints against BB, most of them regarding "the offering or providing of information to the Bank of Brazil".
During the period in question, the Central Bank (BC) received 1,585 complaints. inadequate compliance with goods and services ", with 304 registrations, followed by" irregular payroll service provision ", with 144 occurrences.
The filing of complaints is based on the requests of the public registered in Les central bank service channels, such as the Internet, applications, correspondence, in person or by phone.
In addition to commercial banks, many banks, cooperatives, investment banks, subsidiaries of banks, banks and other financial institutions are included in the ranking: foreign commercial banks, savings banks, credit companies, finance and investment companies and consortium administrators The lists are divided among the financial institutions having more than 4 million customers.
To establish the ranking, the claims are divided by the number of customers in the financial institution at the origin of demand and multiplied by 1 million. Thus, an index is generated, which represents the number of complaints of the financial institution for each group of 1 million customers. The result is evaluated according to the number of clients of each financial institution, combined with the number of complaints.
24.98 complaints for 1 million customers. In total, the institution has 63.4 million customers. Second in the ranking of the fourth quarter of 2018, appears the conglomerate Santander, with the index 24.04 and a total of 1,033 recorded complaints. Santander has 42.9 million customers. The Bradesco conglomerate then posted an index of 23.52 and a total of 2,262 complaints, for a total of 96.1 million customers.
Banrisul, which has a little over 4.7 million customers, was awarded a hint. from 7:30 pm with 91 complaints. Caixa Econômica Federal, with a base of 90.9 million customers, recorded an index of 18.92, with 1,721 claims registered.
Out of a total of 11,092 complaints, the main one concerns the provision or supply of information concerning products and services (2,045), followed by irregularities relating to integrity, reliability, the security, secrecy or legitimacy of credit card operations and services, with 1,202 cases.
Complaints have also been lodged regarding restrictions on the carrying out of portability of recorded credit transactions, debit to an unauthorized deposit account by the customer, irregular service in the payroll and irregular collection of the tariff for unsubscribed services.
Dissatisfaction with services and products offered by financial institutions may be registered in the beneficiary country and claims help in the supervision and regulation of the financial system national level. When the complaint reaches the local authority, it is sent to the financial institution, which has a period of 10 working days (surrender on Saturdays, Sundays and holidays) to send a copy to the OC.
In the meantime, the BC recommends that the complaint be registered, first, in the places where the service was provided or the service of the consumer (SAC) of the financial institution. If the problem is not resolved, the client can still resort to the ombudsman's office, which will have a maximum of 10 working days to respond.
On the other side
The Banco do Brasil informed, by means of a note, that she "constantly adopts actions for improvement so that improved service and the adequacy of products and services have implications for customer satisfaction. " The institution also added that "it is striving to return to its historical level in this ranking, on the top four positions".
Also notorious, Santander stated that "it is constantly striving to improve its processes, offerings and services, making them simpler and more agile to ensure consumer satisfaction. "The bank also stated that" it remains fully committed to providing the best customer service and emphasizes that it provides other channels of relationship and service that agencies, such as the center of Santander services, SAC, Ombudsman, Internet banking, APP Santander and APP "Bradesco said that" reducing the number of complaints is a permanent goal of the bank, while providing a quality service to all customers and users. "
According to a note sent to Agência Brasil, the institution has developed, in recent years, a program for badyzing the origin of the events of its customers and users.
" This work is carried out in collaboration with resulted in an improvement of the solution and a reduction of events and, consequently, of the position of the bank in the various clbadifications of existing complaints. In addition, other actions include constant investment in employee training and infrastructure. It is important to emphasize that Bradesco has a position of absolute respect for the customer and for his interests, "he said.
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