Guideline 7 – Procedures for responding to complaints

Competent authorities should ensure that firms:

• a) Seek to gather and investigate all relevant evidence and information regarding the com-plaint.
• b) Communicate in plain language, which is clearly understood.
• c) Provide a response without any unnecessary delay or at least within the time limits set at national level. When an answer cannot be provided within the expected time limits, the firm should inform the complainant about the causes of the delay and indicate when the firm’s investigation is likely to be completed.
• d) When providing a final decision that does not fully satisfy the complainant’s demand (or any final decision, where national rules require it), include a thorough explanation of the firm’s position on the complaint and set out the complainant’s option to ma intain the complaint e.g. the availability of an ombudsman, ADR mechanism, national competent authorities, etc. Such decision should be provided in writing where national rules require it.