In 2019, we took a number of measures to optimise the complaint process:
- We have increased the use of robots in the complaint evaluation process – complaints concerning fees and savings accounts were are now directed to the fast track process with the involvement of robots.
- We have launched a process of providing our customers with additional letters explaining how we calculate the charges for using cards and KGP accounts. We do this when we send a reply to the complaint via SMS.
- We have authorised employees of branches, helplines and advisors of the Select and Private Banking segments to communicate to clients the decision to accept a complaint in strictly defined cases, already at the time when the complaint report is filed (the refund, if any, is posted to the account within 2 working days).