6. Competent authorities should ensure that firms: a) On request or when acknowledging receipt of a …

Competent authorities should ensure that firms:

a) On request or when acknowledging receipt of a complaint, provide written information regarding their complaints-handling process.
b) Publish details of their complaints-handling process in an easily accessible manner, for example, in brochures, pamphlets, contractual documents or via the firm’s website.
c) Provide clear, accurate and up-to-date information about the complaints-handling pro-cess, which includes:
(i) details of how to complain (e.g. the type of information to be provided by the com-plainant, the identity and contact details of the person or department to whom the complaint should be directed);
(ii) the process that will be followed when handling a complaint (e.g. when the com-plaint will be acknowledged, indicative handling timelines, the availability of a com-petent authority, an ombudsman or alternative dispute resolution (ADR) mecha-nism, etc.).
d) Keep the complainant informed about further handling of the complaint.

1. Vue d’ensemble

Intitulé	Réglementation

Exigences
Source	Exigence

Normes
Source	Exigence

EBA -
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