Customer Complaint Management Policy
1. Our Commitment
BCP Bank (Mauritius) Ltd is committed to handling customer complaints fairly, transparently, promptly and professionally.
The Bank considers complaints as an opportunity to improve the quality of its products, services and customer experience. Every complaint is reviewed carefully and, where necessary, corrective actions are implemented to prevent recurrence.
2. What is a Complaint?
A complaint is any expression of dissatisfaction, dispute or concern raised by a customer regarding a product, service, transaction or any aspect of the banking relationship with BCP Bank (Mauritius) Ltd.
3. How to Submit a Complaint
Customers may submit a complaint through various channels:
In Person:
- Through your ‘’Relationship Manager’’.
- Through Our ‘’Complaints Officer at Business Centre
By Post:
Attention – Complaints Officer
BCP Bank Business Centre
5, Duke of Edinburgh Avenue, Port-Louis
By Telephone: +230 207 1040 (during the Bank's business hours)
By Email: complaints@bcpbank.mu
Online: www.bcpbank.mu (Online fill-in complaints form available).
4. Complaint Handling Process
All complaints received by the Bank are treated promptly and with due consideration.
Where additional investigation is required, customers may be requested to provide supporting information or documentation to facilitate a thorough review of the matter.
5. Response Times
For written complaints:
- An acknowledgement of receipt will be issued within a maximum of two (2) business days from the date the complaint is received.
- A final response will be provided within a maximum of ten (10) calendar days from the date the complaint is received.
Where the complexity of a case prevents resolution within the above timeframe, the customer will be informed of the reasons for the delay and the expected timeframe for resolution.
6. Our Principles
BCP Bank (Mauritius) Ltd is committed to:
- Treating every complaint fairly and impartially;
- Communicating clearly and transparently with customers;
- Maintaining the confidentiality of customer information;
- Treating customers with respect and courtesy at all times;
- Identifying and addressing the root causes of recurring issues;
- Continuously improving the quality of its services.
7. Escalation to the Ombudsperson for Financial Services
If you are dissatisfied with the Bank's final response, or if no response has been provided within the applicable timeframe, you may refer your complaint to the Ombudsperson for Financial Services.
Contact Details:
Ombudsperson for Financial Services
Ground Floor, SICOM Tower
Wall Street, Ébène 72201
Tel. : (+230) 460 0473/ 460 0474
Fax : (+230) 4686473
Email : ombudspersonfs@ofsmauritius.org
8. Continuous Improvement
The Bank regularly reviews complaints received to identify recurring issues, improve its processes and enhance the overall customer experience.
BCP Bank (Mauritius) Ltd
www.bcpbank.mu