{"id":646,"date":"2026-07-14T11:26:45","date_gmt":"2026-07-14T11:26:45","guid":{"rendered":"https:\/\/jncb.go-vip.net\/ncbcapitalmarkets\/jm\/?page_id=646"},"modified":"2026-07-17T11:53:27","modified_gmt":"2026-07-17T11:53:27","slug":"complaints-guide","status":"publish","type":"page","link":"https:\/\/sites.jncb.com\/ncbcapitalmarkets\/jm\/wealth-hub\/complaints-guide\/","title":{"rendered":"Complaints Guide"},"content":{"rendered":"\t\t<nav style=\"--bc-border-color:#e9eaeb\" class=\"wp-block-jncb-breadcrumb-navigation wp-jncb-block\" aria-label=\"Breadcrumb\">\n\t\t\t<ol class=\"wp-block-jncb-breadcrumb-navigation__list container\">\n\t\t\t\t\t\t\t\t\t<li class=\"wp-block-jncb-breadcrumb-navigation__item wp-block-jncb-breadcrumb-navigation__item--home\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"wp-block-jncb-breadcrumb-navigation__link wp-block-jncb-breadcrumb-navigation__home\" href=\"https:\/\/sites.jncb.com\/ncbcapitalmarkets\/jm\/\" aria-label=\"Home\">\n\t\t\t\t\t\t\t\t<svg class=\"wp-block-jncb-breadcrumb-navigation__icon\" width=\"20\" height=\"20\" viewbox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\" focusable=\"false\"><path d=\"M8 17H16M11.0177 2.764L4.23539 8.03912C3.78202 8.39175 3.55534 8.56806 3.39203 8.78886C3.24737 8.98444 3.1396 9.20478 3.07403 9.43905C3 9.70352 3 9.9907 3 10.5651V17.8C3 18.9201 3 19.4801 3.21799 19.908C3.40973 20.2843 3.71569 20.5903 4.09202 20.782C4.51984 21 5.07989 21 6.2 21H17.8C18.9201 21 19.4802 21 19.908 20.782C20.2843 20.5903 20.5903 20.2843 20.782 19.908C21 19.4801 21 18.9201 21 17.8V10.5651C21 9.9907 21 9.70352 20.926 9.43905C20.8604 9.20478 20.7526 8.98444 20.608 8.78886C20.4447 8.56806 20.218 8.39175 19.7646 8.03913L12.9823 2.764C12.631 2.49075 12.4553 2.35412 12.2613 2.3016C12.0902 2.25526 11.9098 2.25526 11.7387 2.3016C11.5447 2.35412 11.369 2.49075 11.0177 2.764Z\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" \/><\/svg>\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t<li class=\"wp-block-jncb-breadcrumb-navigation__separator\" aria-hidden=\"true\"><svg class=\"wp-block-jncb-breadcrumb-navigation__separator-icon\" width=\"20\" height=\"20\" viewbox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\" focusable=\"false\"><path d=\"M7 22L17 2\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" \/><\/svg><\/li>\t\t\t\t\t<li class=\"wp-block-jncb-breadcrumb-navigation__item wp-block-jncb-breadcrumb-navigation__item--link\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"wp-block-jncb-breadcrumb-navigation__link\" href=\"https:\/\/sites.jncb.com\/ncbcapitalmarkets\/jm\/wealth-hub\/\">Wealth Hub<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t<li class=\"wp-block-jncb-breadcrumb-navigation__separator\" aria-hidden=\"true\"><svg class=\"wp-block-jncb-breadcrumb-navigation__separator-icon\" width=\"20\" height=\"20\" viewbox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\" focusable=\"false\"><path d=\"M7 22L17 2\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" \/><\/svg><\/li>\t\t\t\t\t<li class=\"wp-block-jncb-breadcrumb-navigation__item wp-block-jncb-breadcrumb-navigation__item--current\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"wp-block-jncb-breadcrumb-navigation__current\" aria-current=\"page\">Complaints Guide<\/span>\n\t\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<\/ol>\n\t\t<\/nav>\n\t\t\n\n\t\t<section style=\"background-color:transparent\" class=\"wp-block-jncb-text-and-image-banner-block wp-jncb-block media_hide show-border\">\n\t\t\t<div class=\"container wp-block-jncb-text-and-image-banner-block__inner\">\n\t\t\t\t<div class=\"wp-block-jncb-text-and-image-banner-block__content is-text-center\">\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t<h1 class=\"wp-block-jncb-text-and-image-banner-block__heading\" style=\"color:#01529A;\">Complaint Management <br>Guidelines<\/h1>\n\t\t\t\t\t\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\n\n\n<div class=\"wp-block-group has-global-padding is-layout-constrained wp-container-core-group-is-layout-e10a0cfd wp-block-group-is-layout-constrained\" style=\"padding-right:16px;padding-left:16px\">\n<p class=\"wp-block-paragraph\">In accordance with the Banking Services Act- Code of Conduct, 2016 and in compliance with generally acceptable complaint management standards, NCB has established a centralised complaints handling team and implemented an Enterprise Complaint Management System (CMS) and framework to facilitate the logging, tracking and management of all complaints received across the Group.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This policy document applies to all complaints received from customers irrespective of the channel used to register the complaint.<\/p>\n\n\n\n<h2 id=\"h-purpose\" class=\"wp-block-heading\" style=\"margin-top:32px\">Purpose<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">The Group\u2019s Complaint Management Framework is intended to:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Provide a framework to guide employees in handling customer complaints<\/li>\n\n\n\n<li>Ensure consistency within the NCB Group in handling and resolving complaints<\/li>\n\n\n\n<li>Ensure that staff members are aware of their responsibilities and are empowered to manage complaints<\/li>\n\n\n\n<li>Ensure adherence to regulatory requirements<\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Read the full procedure document:<\/strong> <br><a href=\"https:\/\/ncbcapitalmarkets.com\/research\/informationcentre\/clientdocuments\/579-complaints-management-guidelines\/file\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-primary-color-color\"><span style=\"text-decoration: underline;\">Complaints Management &#8211; Standard Operating Procedures<\/span><\/mark><\/a><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>In accordance with the Banking Services Act- Code of Conduct, 2016 and in compliance with generally acceptable complaint management standards, NCB has established a centralised complaints handling team and implemented an Enterprise Complaint Management System (CMS) and framework to facilitate the logging, tracking and management of all complaints received across the Group. This policy document [&hellip;]<\/p>\n","protected":false},"author":12,"featured_media":0,"parent":619,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-646","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.7 (Yoast SEO v27.7) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Complaints Guide - Jamaica<\/title>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Complaints Guide\" \/>\n<meta property=\"og:description\" content=\"In accordance with the Banking Services Act- Code of Conduct, 2016 and in compliance with generally acceptable complaint management standards, NCB has established a centralised complaints handling team and implemented an Enterprise Complaint Management System (CMS) and framework to facilitate the logging, tracking and management of all complaints received across the Group. 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