{"id":10429166,"date":"2023-11-07T11:30:24","date_gmt":"2023-11-07T10:30:24","guid":{"rendered":"https:\/\/kapitalis.com\/tunisie\/?p=10429166"},"modified":"2023-11-07T11:30:26","modified_gmt":"2023-11-07T10:30:26","slug":"tunisie-un-dispositif-de-recueil-des-reclamations-des-clients-des-banques","status":"publish","type":"post","link":"https:\/\/kapitalis.com\/tunisie\/2023\/11\/07\/tunisie-un-dispositif-de-recueil-des-reclamations-des-clients-des-banques\/","title":{"rendered":"Tunisie\u00a0: un dispositif de recueil des r\u00e9clamations des clients des banques"},"content":{"rendered":"\n

Le Conseil bancaire et financier (CBF) met \u00e0 la disposition des clients des banques et des \u00e9tablissements financiers un dispositif de recueil des r\u00e9clamations venant compl\u00e9ter le dispositif r\u00e9glementaire d\u00e9j\u00e0 mis en place.<\/em><\/strong><\/p>\n\n\n\n\n\n\n\n

De dispositif, mis en place dans une d\u00e9marche d\u2019am\u00e9lioration continue de la qualit\u00e9 des prestations et services bancaires et financiers, est constitu\u00e9 de deux \u00e9l\u00e9ments compl\u00e9mentaires.  <\/p>\n\n\n\n

D\u2019abord, un num\u00e9ro vert pour la r\u00e9ception des \u00e9ventuelles r\u00e9clamations des clients concernant des sujets qui n\u2019ont pas \u00e9t\u00e9 r\u00e9solus via les canaux classiques r\u00e9glementaires. Il s\u2019agit du 80 100 280 fonctionnel du lundi au vendredi de 7H45 \u00e0 17H30.<\/p>\n\n\n\n

Ensuite, un espace citoyen, c’est-\u00e0-dire des liens d\u2019interactions disponibles sur les r\u00e9seaux sociaux et sur le site officiel du CBF\u00a0avec un compte Facebook<\/a>, LinkedIn<\/a> et, un site web<\/a>.<\/p>\n\n\n\n

Ce dispositif a pour but de faciliter les d\u00e9marches des clients des banques, de leasing et de factoring quant aux diff\u00e9rentes requ\u00eates rest\u00e9es en suspens.<\/p>\n\n\n\n

Il s\u2019inscrit \u00e9galement dans un plan de renforcement de la proximit\u00e9 avec les diff\u00e9rents clients des \u00e9tablissements bancaires et financiers afin de lever toute \u00e9ventuelle \u00e9quivoque.<\/p>\n\n\n\n

Le CBF rappelle aux clients la proc\u00e9dure r\u00e9glementaire de r\u00e9ception des r\u00e9clamations de la client\u00e8le actuellement en place aupr\u00e8s des banques, des \u00e9tablissements de leasing et de factoring. La proc\u00e9dure est en deux \u00e9tapes.<\/p>\n\n\n\n

Dans un premier temps et conform\u00e9ment \u00e0 la r\u00e9glementation en vigueur, les clients peuvent adresser leurs r\u00e9clamations aux banques et \u00e9tablissements financiers concern\u00e9s via les canaux suivants : une boite de messagerie \u00e9lectronique d\u00e9di\u00e9e de l\u2019\u00e9tablissement; un formulaire en ligne; et le d\u00e9p\u00f4t sur place aupr\u00e8s des agences ou du si\u00e8ge social de l\u2019\u00e9tablissement.<\/p>\n\n\n\n

Dans une seconde \u00e9tape et dans le cas o\u00f9 la banque ou l\u2019\u00e9tablissement financier n\u2019aurait pas r\u00e9pondu dans un d\u00e9lai de 15 jours, le client pourra recourir aux autres moyens r\u00e9glementaires mis \u00e0 sa disposition par l\u2019\u00e9tablissement pour traiter les r\u00e9clamations.<\/p>\n\n\n\n

Et dans la nouvelle d\u00e9marche initi\u00e9e par le CBF et une fois toute la proc\u00e9dure r\u00e9glementaire boucl\u00e9e, le client pourra alors recourir au CBF et d\u00e9poser sa r\u00e9clamation \u00e0 travers les deux canaux cit\u00e9s ci-dessus. <\/p>\n\n\n\n

Communiqu\u00e9.<\/em><\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"

Recueil des r\u00e9clamations mis \u00e0 la disposition des clients des banques et des \u00e9tablissements financiers en Tunisie. <\/p>\n","protected":false},"author":8,"featured_media":802503,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[993,995,2433],"tags":[99790,112040,77824,62643],"class_list":["post-10429166","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-conso","category-economie","category-tunisie","tag-conseil-bancaire-et-financier","tag-reclamations","tag-services-bancaires","tag-tunisie"],"yoast_head":"\nTunisie\u00a0: un dispositif de recueil des r\u00e9clamations des clients des banques - Kapitalis<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/kapitalis.com\/tunisie\/2023\/11\/07\/tunisie-un-dispositif-de-recueil-des-reclamations-des-clients-des-banques\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Tunisie\u00a0: un dispositif de recueil des r\u00e9clamations des clients des banques - 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