Title 4: Information on complaint mechanisms

Credit and financial institutions’ policies and procedure should specify that when they com-municate a decision to refuse or terminate a business relationship with a customer or potential customer, they must advise that person of their right to contact the relevant competent au-thority or designated alternative dispute resolution body and they must provide the relevant contact details. Institutions may also provide the customer with the weblink of the EBA’s sug-gestions on the submission of complaints to national bodies.⁸

⁸ https://www.eba.europa.eu/consumer-corner/how-to-complain