Sometime back Khalid discussed with me a project for integrating banks' complaint management system with Saudi central bank. Major use cases are below
1. For simple inquiries and suggestions case will be closed on the first level on the bank side
2. If customer is dissatisfied with the first response, the case will be escalated.
3. If first level at the bank, case is not resolved in certain time it should be escalated to bank level 2
4. And if level 2 is unable to resolve we can escalate to ministry
5. Bank level 1 can escalate directly to ministry for some type of cases as well