Text alternative - activity

Statement

As every effort has already been made to resolve Roy's complaint, he should be advised that the Bank will take no further action.

To respond 'True' go to the next cell in the row.

To respond 'False' go to the last cell in the row.

Feedback for True 1

Incorrect. If a customer is unsatisfied with the Bank's response to their complaint then a dispute arises. This dispute needs to be referred to the Customer Relations Team. The Customer Relations Team manages our internal dispute resolution process. The CBP requires the Bank to have in place a dispute resolution process. This process must:

• Be free of charge
• Adhere to specific time frames
• Provide written reasons for any decisions reached by the Bank on a dispute
• Meet the particular industry standards.

Feedback for False 1

Correct. If a customer is unsatisfied with the Bank's response to their complaint then a dispute arises. This dispute needs to be referred to the Customer Relations Team. The Customer Relations Team manages our internal dispute resolution process. The CBP requires the Bank to have in place a dispute resolution process. This process must:

• Be free of charge
• Adhere to specific time frames
• Provide written reasons for any decisions reached by the Bank on a dispute
• Meet the particular industry standards.