5. Competent authorities should ensure that firms analyse, on an on-going basis, complaints- …

Competent authorities should ensure that firms analyse, on an on-going basis, complaints- han-dling data, to ensure that they identify and address any recurring or systemic problems, and potential legal and operational risks, for example, by:

• a) Analysing the causes of individual complaints so as to identify root causes common to types of complaint;
• b) Considering whether such root causes may also affect other processes or products, in-cluding those not directly complained of; and
• c) Correcting, where reasonable to do so, such root causes.

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/