Each year,ABN AMRO receives approximately 136000 comments from clients. While these comments generally concern issues that can be solved quickly and easily, such as damaged or retracted bank cards, or some of them are actually complaints. Complaints are generally more complicated and difficult to resolve. ABN AMRO has a department which has been specially designated to deal with complaints: ABN AMRO Complaints Management. One-quarter of the 136000 client comments are handled by this department. Alex Terpstra (Head of Complaints Management) and Klaas Ariaans (Personal Banking Director) tell us more approximately het bank’s policy and vision on handling client complaints.
Source: abnamro.com