The challenges of complaints handling in the banking industry: the case of Barclays bank of Kenya

Abstract

Customer complaints handling is an important function in any banking institution. It facilitates customer satisfaction and in turn makes the organisation competitive. It is nevertheless bound to face challenges which could range from design to actual implementation approaches. In this research, the focus was on the Barclays Bank of Kenya and the challenges that are faced in handling customer complaints. This research was designed as a survey where 102 respondents were involved. The sample included 51 customers and 51 employees of Barclays Bank. The research established the fact that Barclays runs an elaborate customer complaints handling system which is structured to conform to the organisation's vision. There were however many challenges identified. The mains included difficulties in the use of ICT in serving customers, misconception of customer expectations regarding different elements of the complaints handling system, inadequate internal cohesion, employee training challenges, and weaknesses in the design of the system. This research draws from insights in primary research as well as past literature to conduct a critical evaluation of the system and challenges faced, as well as in recommending solutions to them