Burgan Bank establishes Customer Complaint Unit

Burgan Bank announced today that it has established an official Customer Complaint Unit, exclusively dedicated to dealing with all customer complaints and issues. The department has been formed in line with the decree issued by the Central Bank of Kuwait (CBK) as well as the guidelines of the Kuwait Banking Association (KBA), and will commence its work officially from the 1^st of July 2011.

The unit will be focused on undertaking and responding to complaints regarding relationship performance between the bank and the customer for matters that include financial transactions and transfers, complaints on breaches of terms, fees and commissions related to banking services, as well as other complaints across all practice areas within the bank.

Burgan Bank CEO Mr. Eduardo Eguren said, “The Customer Complaint Unit has been set up as per the directive of the Central Bank of Kuwait (CBK) to ensure all customer requirements and complaints are treated as a priority. The complaints will be dealt with through a specially designed mechanism and a formal reply will be given to the complaining customer within a maximum of 30 working days from the day the complaint was submitted.”

“This is inline with our commitment toward  providing our customers at Burgan Bank the sufficient methods to address their concerns, in return helping us enhance ourselves so we can offer the best of banking solutions,” added Mr. Eguren.

Customers’ complaints can be filed personally to their respective branch, through the head office on the 14^th floor, the bank’s website, or through postal mail on the following address: Customers' Complaints Unit – P.O Box 5389 – Safat 12170 – Kuwait.