Furthermore, the apps used to improve the service were also optimised, allowing customers to access details of their complaints online and using telephone banking. For the recording and control of complaints and claims, the Customer Service Area has a specific tool for monitoring, analysing cases, the cause of claims and controlling response times.
Furthermore, over the course of the year, work stepped up on the training plan for all members of the department. The main objective is to expand the team's legal and regulatory knowledge, and to improve practical aspects of banking management.
As part of its activities in 2018, the SAC resolved 17,867 cases (2,618 complaints and 15,249 claims). Of these claims, 71.2% were resolved in favour of Bankinter and 28.8% in favour of the customer.
Customers can send their complaints and claims to other authorities, as well as the Customer Service Area. This is the summary of its activities in 2018:
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