Banking plan to extend complaint period
Kuwaiti banks are seeking to extend the allowed period for handling customers' official complaints from 5 to 6 working days by amending the "CRS" complaints management system. The amendment includes counting the deadline starting from the day after the complaint is registered, ensuring sufficient time for analysis and response—especially in complex cases—and avoiding a reduction in the timeframe due to the repetition of counting the complaint registration day within the period. This proposal comes in response to observations regarding the impact of counting the complaint registration day from the day of submission directly on the quality and efficiency of responses—particularly when complaints are received just a day or two before the end of the working hours—thus reducing the available processing time. The aim is to achieve greater consistency with the mechanisms adopted by regulatory authorities.
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