Purpose

In order to ensure the adequate protection of consumers, these guidelines seek to:

• a. clarify expectations relating to firms’ organisation relating to complaints-handling;
• b. provide guidance on the provision of information to complainants;
• c. provide guidance on procedures for responding to complaints;
• d. harmonise the arrangements of firms for the handling of all complaints they receive; and
• e. ensure that firms’ arrangements for complaints-handling are subject to a minimum level of supervisory convergence across the EU.