ABN AMRO complaints management scores well
- Products and services
The Netherlands Authority for the Financial Markets (AFM) gave ABN AMRO a 3.8 out of 5 for its complaint management. That is a full point higher than the average score in the industry.
The AFM concluded that ABN AMRO has embedded complaints management in its organisation well. The Executive Board and the Managing Board are closely involved with complaints management. In the current process, the client and client interest occupy a central position. There are also still areas where we can improve. By guaranteeing the learning and improvement process regarding complaints better, for example, so learnings won’t get lost within the organisation.
The AFM drew their conclusions based on written information they had requested and a visit by the AFM to ABN AMRO. During this visit, the AFM conducted interviews with several parties involved in the complaints management process, where all aspects of complaints management were addressed: leadership, policy and strategy, people and resources, evaluation and assessment, and learning from complaints and communication.
The AFM used these topics in their Client Interest Dashboard to assess the state of complaints management within the financial sector.