High Priority complaint definition
High Priority complaint means a complaint that should be given priority due to the reputational risk associated with not managing these types of complaints appropriately. Complaints in the public domain, posted via social media channels such as Facebook, Twitter, etc. are classified as High Priority complaints. CEO complaints i.e., those directed to the attention of the Chief Executive Officer of the bank are also classified as High Priority. In addition, a complaint arising from highly influential customers such as those customers who have political affiliation or are of a high net worth, carry a significant financial or reputational risk should those complaints not be appropriately managed.