Review the complaints program every year
At least annually the Compliance Officer reviews whether the complaints program works: whether volumes fit program scale, timelines are met across severities, root cause analyses produce improvements, and the sponsor bank or a regulator has surfaced gaps the process should have caught.
Annual
Each year, with the compliance management system review
Work through the effectiveness indicators, document findings, and fold the changes into this policy and the wider compliance management system.
- Annual program review
Findings against each indicator, dated and signed
Compliance Officer
A person must do the work; Leela can track it and file the evidence.
A person judges whether the program works; Leela can supply the year’s metrics and file the review.
Tell Leela about your company to see whether this applies.
Tell Leela how you handle it today, or hand it over: see what’s next.