The policy on client grievance redressal is based on the following principle:
Our clients are the focus of our products, services and staff. Our business growth depends entirely on the satisfaction of the clients we serve.
A suitable mechanism has been put in place for receiving and redressing your grievances courteously, promptly and satisfactorily. Any mistakes made by ProCredit will be rectified immediately.
In case of any difficulty in carrying out transactions, clients may approach the Client Service Officer at the branch or the Branch Management, who will ensure that your banking needs are attended to. However, if this does not happen, clients may demand the complaints and suggestions form- which will be available in all branches- and lodge a written complaint. A copy of the complaint shall be returned to client with an acknowledgement of receipt. The branch shall make efforts to ensure that the redressal of the complaint takes place expeditiously, and in any case, within a maximum period of two weeks. If for any reason the branch is unable to redress the grievance within two weeks, the client will be informed of the reasons for the delay, and the actions being taken for speedy redressal.
In case of difficulty with the branch or the receipt of an unsatisfactory response to the complaint lodged, clients can approach the Head of Customer Service Department at the Head Office, under whose administrative control the branches function. The contact particulars of the official involved can be obtained from Branch Staff or from the helpline numbers and addresses displayed at the branches and on our website.
A complaint form has been made available on our website for clients to register their grievances. On completing the particulars and submitting the form, clients will be given a unique ticket number which will enable them follow up on their grievance with the Branch/ Business Centre or the Head Office.
Grievances Concerning Technology-related Transactions
- Considering clients' expectations and the lack of familiarity with our electronic services (ATMs, SMS and internet banking), ProCredit has introduced an exclusive Helpline to address all such issues. This number is available on the screens of all our ATMs.
Clients may also contact their branches or e-mail us at firstname.lastname@example.org to seek redress. In case clients are not satisfied with the handling of their complaints, they may contact the Branch Management or the Customer Service Department on the details above.
i. The Customer Service Department, will acknowledge receipt of the grievance within two days of the complaint reaching them. They will then initiate action to have the grievance resolved within a maximum period of two weeks. Clients will be kept informed of the actions being taken, the reasons for delay if any, and the progress being made in the redressal of grievance.
ii. Complaints received by e-mail shall be acknowledged by email to the extent possible. The follow-up action taken with respect to such complaints shall be communicated to clients by email or phone.
iii. Should clients be unhappy with the service or redressal received, they can also approach the Head Office at Airport, opposite Silver Star Towers in Accra, where they will be given the necessary guidance in this regard.
Pre-empting Occurrence of Customer Grievances
We understand that client grievances provide valuable feedback on the quality of service being delivered at the branches. It also gives us an insight into whether the initiatives taken by ProCredit in the areas of technology and business process re-engineering are having the desired impact on business growth and client satisfaction. ProCredit also understands the importance of training staff in handling client requests with courtesy, empathy and promptness.
Client Relations programmes between our staff and customers are organised at all branches at least once every quarter to discuss service-related issues. ProCredit also conducts regular Client Service Training Programmes for staff, in order to minimise client grievances. The institution also conducts customer satisfaction surveys periodically to understand clients' perceptions of ProCredit's service, and to identify priority areas for the improvement of customer satisfaction.