Complaints and Procedures of Handling Complaints in Financial Institutions of Nepal

Abstract

Background - Complaint is a result of dissatisfaction or feeling of injustice/unfair treatment, related to his/her employment situation, which is formally filed and in written form.
 Objective – The objective of this paper is to examine the level of complaints that take place in the financial institutions of Nepal. Similarly, this study examines the causes and solutions of complaints in selected financial institutions.
 Methodology Used – Descriptive and analytical research designs have been used for the study. Primary data have been collected through the questionnaires using judgmental sampling from the financial institutions of Nepal. Questionnaires have been developed in five scales and mean, standard deviation and coefficient of variation have been used as tools.
 Findings – All the financial institutions have faced complaints from their employees and they try to resolve that complaints to their best.

Complaints and Procedures of Handling Complaints in Financial Institutions of Nepal

“…There may be various factors which cause complaint in an organization (Upadhyay, 2017). They are as follows; a.…”

“…The Complaint Manager would attempt to resolve complaints by encouraging or inviting employees to walkin any time to express their complaints to higher level management so that matters would be settled immediately by correcting situations or convincing/counseling. If it was not possible to do so then the following procedures would be followed (Upadhyay, 2017).…”