Enabling customers to report issues via its mobile banking app
Senior Manager - Client Complaints & Protection Unit
Kuwait, 5 August 2023: Burgan Bank has announced the launch of an exciting new feature on its mobile banking application that allows customers to submit complaints online conveniently. This initiative is a testament to the Bank's unwavering commitment to enhancing customer satisfaction and elevating their overall banking experience. By introducing this feature, Burgan Bank aims to promote transparency, instill confidence in the effective management and resolution of complaints, and ultimately provide exceptional service to its valued customers. With the new feature, customers can effortlessly submit complaints through their mobile devices, This saves time and effort and streamlines the complaint submission process. Once a customer files a complaint using the mobile banking app, the Bank pledges to address it within 15 working days. Additionally, customers will receive real-time updates on their app regarding the status of their complaints, ensuring transparency and keeping them informed every step of the way.
Mr. Mohammad Al-Shamlan, Senior Manager - Client Complaints & Protection Unit at Burgan Bank, expressed his enthusiasm for the new feature, stating, 'The introduction of this service showcases Burgan Bank's ongoing dedication to providing superior services to all our customers, particularly by utilizing technology to revolutionize the way complaints are received through our mobile banking application. This new feature aims to simplify submitting a complaint for our customers.'
Al-Shamlan also emphasized the significance of the online complaints feature in relation to customer satisfaction, which remains a top priority for Burgan Bank. He stated, 'We recognize the importance of offering our customers simple and efficient channels to express their concerns and provide feedback. The new feature aligns perfectly with our commitment to continuously excel in serving them.'
It is important to note that Burgan Bank continuously strives to innovate and introduce new solutions that elevate the customer experience to unprecedented heights. The online customer complaint service is just one of the many measures the Bank has implemented to solidify its position as a customer-centric financial institution.