Complaint Resolution Disclosure

We take complaints very seriously at Citizens Bank and view them as our best way to identify and rectify problems and ultimately improve our service levels.

Our employees are empowered to handle virtually any problem our customers may encounter; most concerns are handled to our customers' satisfaction with just one phone call or e-mail. In instances when our employees are unable to fully rectify the concern, we invite our customers to contact the Chief Executive Officer.

Here is the total number of concerns directed to this office since 2013:

2013
2014
2015
2016

Customer Complaints received by the CEO

7
6
6
7

Customer Complaints resolved to the satisfaction of the person making the complaint

6
6
6
7

Average time required to address the concern

Less than 2 weeks

Less than 3 weeks

Less than 4 weeks

Less than 2 weeks