Our objective is to resolve problems communicated by clients in a manner satisfactory to the complaining client during the first contact. For example, if possible, we credit the funds complained about to the client’s account while they speak to our consultant. If it is not possible, we spare no effort to resolve the case as quickly as practicable. In 2019 we resolved 59% of complaints within only one business day.
We want our clients to be satisfied with how we handled their problem. The high percentage of complaints resolved in favour of clients (82% in 2019) proves that we are successful in achieving this objective.
Once we resolve a client’s complaint, we ask the client to complete an NPS questionnaire and rate how satisfied they are from how we handled the complaint. We use the answers given in the questionnaires to change in the directions expected by clients.