This is just a simple example of how customer complaints can inform policymaking. Your institutions too, can leverage on complaints information in the same way. While you implement institutional procedures to ensure consumer protection and provide excellent customer service, do not forget that dealing with clients often require some form of financial education.
It need not be an elaborate training program or a formal classroom discussion on financial literacy. When bank staff explain the features of a savings or investment product, they are already pointing out the importance of setting aside a portion of the clients hard-earned money into productive use.