Reference No.

: ____________________

DBP CUSTOMER COMPLAINT RECORD FORM

Date:
CUSTOMER INFORMATION
Name of Customer (Pangalan ng Kliyente): Account Number: Contact Number (Telepono): Email Address: Signature of Customer:

NATURE OF COMPLAINT
Transacting Unit: Date of Transaction:

FOR BANK USE ONLY

Classification of Complaint Severity: Financial Loss (estimated amount):

1. Personnel Minor None-P10,000 P100,001-P1,000,000
1.1 Technical Skills: Speed, Efficiency, Knowledge Moderate P10,001-P100,000 Above P1,000,000
1.2 Behavior and Demeanor (Overall Attitude Major
Displayed, Customer Handling Skills, Customer- Severe Reputational Loss:
Friendliness, Service Orientation, Problem Unlikely Likely
Handling & Resolution Skills) Simple Possible Certain
1.3 Professional Appearance (Grooming and Decorum) Complex
1.4 Personal Dispute with DBP Personnel
Description of the Complaint:
2. Discrepancies and Dispute (For Items 2.3, 2.4, 2.5 and 3.1, please use back page)
2.1 Passbook and Statement Entries ____________________________________________________________________
2.2 Account Balance and Transactions ____________________________________________________________________
2.3 Debit without Dispense (ATM) ____________________________________________________________________
2.4 Botched Fund Transfers ____________________________________________________________________
2.5 Botched Bills Payments ____________________________________________________________________
2.6 Errors in Customer Record (Please use back page as necessary)

3. Fraud
3.1 ATM Card Skimming Desired Output:
3.2 Online Phishing ____________________________________________________________________
3.3 Document Fraud ____________________________________________________________________
3.4 DBP Employee Fraud ____________________________________________________________________
3.5 Other Fraudulent Modus Operandi ____________________________________________________________________
____________________________________________________________________
4. Queuing & Processing Time
4.1 Overall Waiting Time
4.2 Processing Time Attended by:
4.3 Queue Management
5. Turn-Around Time on Requests and Transactions
5.1 Deposits Concerns
5.2 Loans Concerns
5.3 Other Service Requests Root Cause:
5.4 Action/Resolution on Complaints ____________________________________________________________________
6. Rates & Fees ____________________________________________________________________
6.1 Interest Rates on Deposits ____________________________________________________________________
6.2 Interest Rates on Investments ____________________________________________________________________
6.3 Interest Rates on Loans ____________________________________________________________________
6.4 Bank Fees and Charges ____________________________________________________________________
7. Bank Procedures Actions Taken & TAT:
7.1 Red Tape, Bureaucratic 1 __________________________________________________________________
7.2 Outdated: Other Banks More Streamlined __________________________________________________________________
7.3 Onerous: Burdensome, Unnecessary Requirement 2 __________________________________________________________________
or Imposition on Customer __________________________________________________________________
8. Systems & Infrastructure (use back page as necessary)
8.1 Bank System
8.2 ATM Status Monitoring:
8.3 Point of Sale
8.4 Online Banking Open Closed
8.5 Other Bank Systems Remarks: ___________________________________________________________
8.6 Branch and Facilities ____________________________________________________________________
____________________________________________________________________
9. Products
9.1 Lacking/Missing Product Open Closed
9.2 Product Feature Remarks: ___________________________________________________________
9.3 Competitiveness ____________________________________________________________________
____________________________________________________________________
10. Reputation and Image
10.1 Reputation of Staff or Officer
Endorsed
10.2 Market News or Information about DBP
10.3 Overall Image of Bank
11. Others ____________________________________________ Noted by: __________________________________________________________

OCL 03915
(Rev 2 - 25Jan17)
----------------------------------------------------------------------------------------- cut here ------------------------------------------------------------------------------------------

CUSTOMER’S COPY
Reference No. Date Filed Date to Follow Up

Name of Servicing Officer Contact Number Email Address

 For Card Related Complaints
Card Number Bank/Branch of Account Transaction Amount

Transaction Time Trace No. (if applicable) Terminal No. (to be filled by the attending personnel)

TRANSACTION DETAILS
Name of Bank (Where withdrawal/transfer was made)
ATM Withdrawal

Point of Sale (POS)/ Merchant Name / Location / Address (Where purchase was made)
Online Purchase

Name of Bank (Where fund was intended for transfer) Beneficiary Account Number Erroneous Account Number
Interbank Fund Transfer (if applicable)

Name of Institution Subscriber Account No.

Bills Payment
COMPLAINT DETAILS

No/Short Cash Dispensed Erroneous/Unposted Bills Payment

Amount Withdrawn P_______________________ Card Captured
Amount Dispensed P_______________________ Erroneous/Unposted InterBank Fund Transfer (IBFT)
Others (Pls. specify) _______________________________________
Unauthorized Transaction (probable fraud)
(If necessary, use below section of this form to document other details)

ACTIONS TAKEN
(For Bank Use Only)
Cancelled Card (for fraud related): Results of validation:
On : ________________________________________________
By : ________________________________________________

Coordinated with ATM/CMS Operations: Advised Issuer Branch :

Thru : _______________________________________________________ Thru : ___________________________________________________

On : _______________________________________________________ On : ___________________________________________________
By : _______________________________________________________ By : ___________________________________________________

Other Remarks: