HOME GRIEVANCE HANDLING
The grievance handling process allows stakeholders (customers, suppliers, and the public) to formally address grievances related to staff or services, helping identify and improve problem areas for better future experiences. This process is based on the following principles:
Fair treatment of customers and stakeholders at all times
Courteous, prioritized, private, and timely complaint resolution
Information provided on escalation avenues, alternative remedies, and organizational rights
Efficient, fair handling of grievances to protect the bank's reputation and business
Good faith and prejudice-free work from employees in stakeholders' best interests
Send grievances to firstname.lastname@example.org
Call the 24/7 contact center at +95 1 2317777
Complete the 'Complaint Form' and place it in a suggestion box at branches
Visit a branch and speak with a team member
(use the branch locator to find the nearest location)
Stakeholders can openly address concerns through AYA's grievance channels. Complaints are recorded, resolved, or forwarded to relevant departments as needed for consistent support. Complaint management is monitored, reported, and recorded for timely resolution.
We strive for immediate complaint resolution. If not possible, we provide step-by-step updates:
If unresolved within one week, we'll contact you with a designated representative.
We'll provide regular updates, and you may contact the representative directly with questions.
We'll work to resolve the complaint quickly and keep you informed of progress.
If unhappy with progress, contact the representative directly at any time.
Please click "Accept all cookies" to continue to enjoy our website with all cookies or click "Manage Cookies Settings" to manage your cookie preferences.
By clicking “Accept all cookies”, you agree to the storing of cookies on your device to enhance site navigation, analyze site usage, and assist in our marketing efforts. If you would like to know more take a look at our Privacy Notice and Cookies Policy