RETAIL BANKING | Cesar Tordesillas, Thailand

KTB addresses customers' complaints

Krung Thai Bank has joined the Bank of Thailand and the Securities and Exchange Commission to address customers' complaints about loan refusals.

Moreover, the Bank has set up a Help Desk to accept customers' complaints for coordinating and easing the customers' woes.

So far there were only three complaints about refusal to make loans, which were all already solved.

According to Mrs. Patcharasiri Kiatkumjai, Senior First Executive Vice President, Managing Director, Risk Management and Compliance Group, Krung Thai Bank PCL,  the bank has given importance to customers' complaints by coordinating with the Bank of Thailand's Compliant Center and the SEC to provide explanations and resolve customers' dissatisfactions and complaints. They also updated customers of the progress, time-frame and the bank's procedures concerned.

So far, very few complaints have been filed about refusals to make loans: only three cases have been forwarded by the Bank of Thailand (BOT) for KTB action among over 800 cases being filed on financial institutions through BOT.

Kiatkumjai revealed that apart from coordination with the external regulators, such as BOT and SEC, the Bank has established a Help Desk specialising in taking the customers' complaints and a call center to receive customers' complaints and inconveniences which would forward it to the departments involved. It is also tasked to monitor the status of the problems until these are solved.

The Help Desk also assist clients deceived by racketeers.

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