Includes Columns for the following with an example:
Control Considerations - Automated system generated complaint numbers upon logging of customer complaints in the system.
Audit Procedure to Test the Control - Check that complaint handling procedures are documented and complaint handling staff are adequately trained
Description of control - Complaints lodgement process is publicized as per the regulatory requirements on the website, drop boxes and bank flyers, providing necessary contact information for complaint logging and resolution.
#Procedures#RCM