+Guidelines on complaints handling by credit servicers under CSD (EBA/GL/2024/12)
---+1. Compliance and reporting obligations
------+Status of these Guidelines
---------+1. This document contains Guidelines issued pursuant to Article 16 of Regulation (EU) No 1093/2010 …
---------+2. Guidelines set the EBA view of appropriate supervisory practices within the European System of …
------+Reporting requirements
---------+3. According to Article 16(3) of Regulation (EU) No 1093/2010, competent authorities must notify …
---------+4. Notifications will be published on the EBA website, in line with Article 16(3).
---+2. Addressees
---+3. Implementation
------+Date of application
------+Repeal
---+4. Amendments
------+1. The following letters g) and h) are added to paragraph 8: ‘ g. the Mortgage Credit Directive …
------+2. In paragraph 9 the ‘ definition of firm(s) ’ is replaced with the following text: ‘ The …
------+3. In paragraph 9 the following is added to the definition of ‘complaint’: ‘or (iv) a payment …
---+3. Supporting documents
------+3.1 Cost-benefit analysis / impact assessment
---------+apply its existing requirements to credit servicers
------+3.2 Views of the Banking Stakeholder Group
------+3.3 Feedback on the public consultation and the BSG submission
---------+sectors?
---+4. Annex 
------+Consolidated Joint Committee Guidelines on complaints-handling for the securities (ESMA) and banking (EBA) sectors
---+Joint Committee Guidelines
------+on Guidelines on complaints-handling for the securities (ESMA) and banking (EBA) sectors
---------+Guidelines on complaints-handling for the securities (ESMA) and banking (EBA) sectors
---------+Purpose
------------+1. In order to ensure the adequate protection of consumers, these guidelines seek to: a. clarify …
---------+Scope
------------+2. These guidelines apply to authorities competent for supervising complaints-handling by firms in …
------------+3. These guidelines do not apply where a firm receives a complaint about: a. activities other than …
---------+Compliance, reporting obligations and date of application
------------+4. These guidelines are issued pursuant to Article 16 of the ESA Regulations . In accord-ance with …
------------+5. These guidelines set out ESMA’s and the EBA’s view of appropriate supervisory practices within …
------------+6. Competent authorities must notify ESMA and/or the EBA whether they comply or intend to comply …
------------+7. These guidelines apply from the date of the reporting requirement referred to in paragraph 6.
---------+Definitions
------------+8. Unless otherwise specified, terms used in the following sectoral legislation have the same …
---------+ A1
------------+9. For the purposes of these guidelines only, the indicative definitions set out in the table …
---------+Guidelines on complaints-handling
---------+Guideline 1 – Complaints management policy
------------+1. Competent authorities should ensure that: a) A ‘complaints management policy’ is put in place by …
---------+Guideline 2 – Complaints management function
------------+2. Competent authorities should ensure that firms have a complaints management function which …
---------+Guideline 3 – Registration
------------+3. Competent authorities should ensure that firms register, internally, complaints in accordance …
---------+Guideline 4 – Reporting
------------+4. Competent authorities should ensure that firms provide information on complaints and …
---------+Guideline 5 – Internal follow-up of complaints-handling
------------+5. Competent authorities should ensure that firms analyse, on an on-going basis, complaints- …
---------+Guideline 6 – Provision of information
------------+6. Competent authorities should ensure that firms: a) On request or when acknowledging receipt of a …
---------+Guideline 7 – Procedures for responding to complaints
------------+7. Competent authorities should ensure that firms: a) Seek to gather and investigate all relevant …
 English - European Union - Financial Industry -

Guidelines on complaints handling by credit servicers under CSD (EBA/GL/2024/12)

Guidelines on complaints handling by credit servicers under CSD (EBA/GL/2024/12)

https://www.eba.europa.eu/activities/single-rulebook/regulatory-activities/consumer-protection-and-financial-innovation/guidelines-complaints-handling-credit-servicers-under-csd – PDF

1. Overzicht

,
1. Compliance and reporting obligations

1. Compliance and reporting obligations
2. Addressees

These Guidelines are addressed to Competent Authorities as defined in Article 4(2) of Regulation (EU) No 1093/2010 which are also Competent Authorities as referred to in Article 5 of Directive 2014/17/EU and Article 21 of Directive 2021/2167.8

8 Directive (EU) 2021/2167 of the European Parliament and of the Council of 24 November 2021 on credit servicers and credit purchasers and amending Directives 2008/48/EC and 2014/17/EU ELI: http://data.europa.eu/eli/dir/2021/2167/oj
3. Implementation

3. Implementation
4. Amendments

The Joint Committee Guidelines for complaints-handling JC/GL/2014/43 are amended as follows:
3. Supporting documents

3. Supporting documents
4. Annex 

4. Annex 
Joint Committee Guidelines

Joint Committee Guidelines

1.1 Referenties

1.2 Geïdentificeerde eisen

1.3 Gerelateerde standaarden

2. Geïdentificeerde eisen

Eisen

3. Gerelateerde standaarden

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