Client Services

5 articles

Complaint handling, client onboarding, relationship management, and SLAs.

Client Communication Standards

Standards and guidelines for all client-facing communications, including tone, format, channel usage, confidentiality requirements, and regulatory disclosures.

Updated 2025-09-28

Client Complaint Handling Procedure

Formal procedure for receiving, investigating, resolving, and reporting client complaints in accordance with regulatory requirements and the Bank's service standards.

Updated 2025-12-18

Client Onboarding Process

End-to-end process for onboarding new clients, from initial engagement through KYC completion, product activation, and post-onboarding follow-up.

Updated 2025-10-05

Relationship Manager Assignment

Guidelines for assigning Relationship Managers to client accounts, including eligibility criteria, portfolio allocation, handover procedures, and performance expectations.

Updated 2025-08-12

Service Level Agreements (SLAs)

Comprehensive reference of the Bank's internal and client-facing Service Level Agreements, covering response times, processing timelines, and escalation triggers across all operational functions.

Updated 2026-02-01