This is because of lack of IT strategy and vision, business process re-  BIS Review 151/2010  3  engineering, business model, etc., on the banks’ part. Many complaints could have been avoided had the banks taken adequate care of these aspects. The key to improving this deficiency is in adopting appropriate delivery model.
Banks must improve their technology delivery model to bring substantial reductions in the number of customer complaints. Banking Ombudsmen will be working closely with the banks to help them in this endeavour.