The action of the Millennium bcp Customer's Ombudsman, disciplined by the respective
regime is governed by the principles of impartiality, speed, confidentiality
and the fact that it is cost-free, and also, as an independent entity in the
exercise of its functions, it ensures the defence and promotion of the rights,
guarantees and legitimate interests of the Customers, with a scope of action
restricted to Portugal.
During 2007, 74 appeals were made, 72 of which were concluded after pronouncement
of the pertinent opinions issued by the Ombudsman's services and consequent
ratification by the Ombudsman. A recommendation sent to the Executive Board
of Directors was formulated. In eleven appeals which were granted it was not
necessary for the pertinent recommendations to have been sent to the Ombudsman
- given their relative lack of complexity - and these were handled by the appropriate
areas in the Bank. In the cases examined by the Ombudsman the recommendations
registered were handled under an equitative procedure, observing of the Millennium
bcp's Deontological Code as well, evidently, as the prevalence of the applicable
standards.
878 cases were also reported as complaints, the respective dossiers of which
were monitored closely by the Ombudsman. In the period of time in question,
the average number of appeals, complaints or requests made by Customers per
day was around 10 cases.
In the 72 appeals already closed, there was an average response time of 18 working
days and in the 801 cases already concluded in this year, there was an average
response time of 25 working days, demanding response times for the Bank, stipulated
by the Ombudsman's Regime, while the average generic response time largely respected
that stipulated. It should also be noted that, in the period under analysis,
17% of appeals were granted as were 66% of complaints.
Activity of the Customer's Ombudsman of the Millennium bcp The areas which were
most frequently raised by Customers, with regard to the commercial retail network,
were those relating to demand deposit accounts (delays in the alteration of
the holdership of the account; undue movement of the account), those related
with cards (debit of replacement expenses; card cancelled without prior notice)
and also those relating to dissatisfaction with the action and professionalism
of some employees.
The next business area with the highest number of complaints is that of mortgages,
with special mention here for those which have to do with alterations to the
conditions initially contracted, delays in the issuing of credit approval letters
and excessive delay in the handling of the mortgage process. In the last quarter
of this year, complaints concerning activity in this specific area increased
significantly over equivalent periods in previous years.
Different countries adopt different procedures with regard to the availability
of Ombudsman's services to Customers of the financial system. In Greece, there
is a Customer's Ombudsman for Banking and Investment Services, common to all
companies in the financial system, with whom the Millennium Bank collaborates
closely so as to ensure the provision of a quality service to Customers, based
on the principles of justice, impartiality and openness. In 2007, 229 appeals
were sent to the Customer's Ombudsman in Greece related with complaints against
the Millennium Bank.
