FINCA Azerbaijan: Transforming Clients’ Complaints into Loyalty for Life

This case study has been written with a specific audience in mind: microfinance providers who seek to improve their practice in relation to specific standards of the Universal Standards for Social Performance Management (Universal Standards). This case study provides a practical overview of the process of developing and implementing Client Complaints Handling Mechanism of FINCA Azerbaijan. The case also provides recommendations on improving the effectiveness of the client complaints handling mechanism in relation to the Universal Standards, and some general lessons for practitioners.