بالإشارة إلى تعميم بنك الكويت المرك

بالإشارة إلى تعميم بنك الكويت المركزي رقم 2/رب/269/2011 المؤرخ في 19/1/2011 بشأن وحدة شكاوي العملاء الأفراد، وكتابنا بتاريخ 26/1/2011 بخصوص طلب استثناء سيتي بنك الكويت من إنشاء وحدة الشكاوي المذكورة، وكتابكم رقم 2/105/2321 بتاريخ 21/2/2011 والمتضمن عدم الطلب من مصرفنا انشاء وحدة مستقلة لتلقي الشكاوي على أن يتم مراعاة تلقي ما يرد إلى المصرف من شكاوي من خلال إحدى الإدارات على النحو الموضح في كتابكم المشار إليه أعلاه.
يرجى التكرم بالعلم حيث أن سيتي بنك الكويت لا يقوم بتقديم أعمال مصرفية خاصة بقطاع التجزئة والأفراد فقد ارتأينا أن نقوم بإسناد مهام تلقي شكاوي العملاء إلى وحدة خدمات العملاء وذلك بموجب اجراءات عمل واضحة لكيفية تلقي الشكاوي ورخصها للإدارة المعنية لاتخاذ الاجراءات اللازمة لمعالجتها. ومن الجدير بالذكر أنه يتم مراجعة ومناقشة كافة الشكاوي التي ترد إلى البنك وذلك خلال اجتماعات اللجان الداخلية.
نرجو التكرم بإفادتنا بأية نقاط ترونها مناسبة ونحن على استعداد للقاء الدائرة المختصة والإجابة على أية استفسارات لديكم.

النتائج (الإنجليزية) 1:

With reference to the Central Bank of Kuwait circular No. 2/RB/269/2011, dated 19/1/2011 on customer complaints unit, and our book on 26/1/2011 for the exception request Citibank Kuwait of a complaints unit, and your No. 2/105/2321 on 21/2/2011 containing our Bank does not request the establishment of an independent unit for complaints that are received from the Bank received complaints through a Department as described in your above.Please note that Citibank Kuwait does not provide banking for the retail sector and individuals have we decided to do the assignments received customer complaints to the customer services unit under the procedures of how to receive clear and inexpensive for the Department to take appropriate action to address them. It should be noted that the review and discussion of all complaints received by the Bank during internal meetings.Please provide us with any points you deem appropriate and we are ready to meet the competent Chamber and answer any questions you may have.

النتائج (الإنجليزية) 2:

Referring to the circulation of the Central Bank of Kuwait No. 2 / employer / 269/2011 dated 19/01/2011 on the unity of customer complaints of individuals, and our book on 01.26.2011 regarding the City Bank of Kuwait exception request from a unit of complaints mentioned, and your letter No. 2 / 105/2321 dated 21.02.2011, containing the non-application of our bank set up an independent unit to receive complaints that are received into account what is given to the Bank of complaints through one of the departments as described in your letter referred to above.
Please kindly science as Citibank Kuwait does not provide a private retail sector and individuals banking have we decided that we assign tasks to receive customer complaints and customer service unit, under a clear working procedures for how to receive their licenses and the administration concerned to take the necessary measures to address them. It is worth mentioning that it is a review and discussion of all complaints received by the Bank during the meetings of the internal committees.
We kindly brief us any points you deem appropriate and we are ready to meet with the relevant department and answer any questions you have.