22. Credit and financial institutions’ policies and procedure should specify that when they …

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

1. Overview

1.1 References

1.2 Identified Requirements

1.3 Related Standards

2. Identified Requirements

3. Related Standards

• EBA - Published by the European Banking Authority at https://www.eba.europa.eu/