Complaint Management
CM-09Review the complaints program every year
How Leela would run itAnnual · each year, with the compliance management system review
From the policy libraryThe requirement
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.
- Applies
- Tell Leela about your company to see whether this applies.
- Status
- Setup needed
Tell Leela how you handle it today, or hand it over: see what’s next.
The work
Work through the effectiveness indicators, document findings, and fold the changes into this policy and the wider compliance management system.
What Leela keepsThe evidence this obligation leaves, as the work happens
Listed from the policy libraryContents
- 01Annual program reviewFindings against each indicator, dated and signed
Evidence
Annual program review
Complaint Management §14
1
of 1 record
The work and the records come from this obligation in the policy library.