Resources

This resource outlines how to design an effective complaints mechanism for financial institutions. It is based on Client Protection Principle #7 from the Smart Campaign, which now falls under the broader framework of the 8 Client Protection Standards. The tool presents practical steps, key features, examples, and common issues to improve complaint systems. It is useful for both institutions with existing mechanisms and those starting from scratch.

Note: Although this guide refers to the earlier principles, the content remains relevant under the updated Client Protection Standards.