Guideline 5 – Internal follow-up of complaints-handling

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.