1. In order to ensure the adequate protection of consumers, these guidelines seek to: a. clarify …

In order to ensure the adequate protection of consumers, these guidelines seek to:

• a. clarify expectations relating to firms’ organisation relating to complaints-handling;
• b. provide guidance on the provision of information to complainants;
• c. provide guidance on procedures for responding to complaints;
• d. harmonise the arrangements of firms for the handling of all complaints they receive; and
• e. ensure that firms’ arrangements for complaints-handling are subject to a minimum level of supervisory convergence across the EU.

1. Ħarsa ġenerali

1.1 Referenzi

1.2 Rekwiżiti identifikati

1.3 Standards relatati

2. Rekwiżiti identifikati

3. Standards relatati

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