Consumers whose complaints are handled well by a company become loyal customers and spread positive word-of-mouth. Yet too many companies fail at complaint handling and then fail again in responding ...

Public confidence in Pakistan’s banking sector relies not just on secure transactions, but on professional conduct and effective complaint resolution. When banks fail internally, the consequences ...

The FSA’s investigation found that there was an unacceptably high risk that customers may not have been treated fairly due to a number of failings within the banks’ approach to routine complaint ...