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Blog Series

How to Handle Consumer Complaints from the Base of the Economic Pyramid.

Investing in recourse and complaints-handling systems that serve low-income consumers can advance and reinforce responsible financial inclusion, according to the CGAP report, "Making Recourse Work for Base of the Pyramid Financial Consumers." This blog series explores why designing innovative complaints-handling mechanisms that address the needs of low-income financial consumers is important and how policy makers can contribute to a more responsible financial system.

craft africa
Blog
19 December 2013

Prioritizing Complaints Handling with Third Party Ombudsmen

More and more countries are realizing the importance of establishing proper mechanisms for handling complaints within financial institutions and establishing proper external or third party recourse systems through ombudsman schemes.
hanging
Blog
18 December 2013

Nicaragua’s System for Resolving Financial Complaints

Nicaragua has made significant strides in consumer protection and financial inclusion since 2005, especially regarding its formalized complaints channel for credit card disputes.
banking day blog
Blog
17 December 2013

Complaints Handling: A Secret Ingredient to Financial Inclusion

When things go wrong with consumers' financial services, having a good system for addressing complaints and resolving problems can go a long way towards building long-lasting uptake and usage of financial products.

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