Consumer Grievances Handling Mechanism (CGHM)
NRSP Microfinance Bank takes customer complaints as an integral part of the feedback process that allows us to improve our services. Complaints are handled by the Service Quality Department of the Bank that reports directly to CEO. The complaints are analyzed and process improvements are suggested for better customer service. There are currently eight (8) different channels available to customers to interact with the Bank, including:.
- Drop Box .
- Printed Complaint Forms at each customer touch point
- 24/7 toll-free line: 08000-NRSP [6777]
- UAN: 111-011-011, 051 2650004
- E-Form submissions at www.nrspbank.com
- E-mail at complaints@nrspbank.com
- Facsimile: 062 2280051
- Social Media Channels
| Sum of Complaints Received from All Sources | 4066 |
| Total Complaints directly received at the Bank | 4017 |
| Total Complaints received from SBP | 49 |
| Total Complaints disposed of in Calendar Year | 4037 |
| Pending Complaint | 29 |
| Average Resolution Time | 5 (Working Days) |
