+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 …

on Guidelines on complaints-handling for the securities (ESMA) and banking (EBA) sectors

Application date

➢ O JC Guidelines for complaints-handling 25.10.2014 Amended by: ➢ A1 JC /GL/2024/XX Insert date

  •  O

1. Prezentare generală

,
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

Purpose
Scope

Scope
Compliance, reporting obligations and date of application

Compliance, reporting obligations and date of application
Definitions

Definitions
 A1
  • g. the Mortgage Credit Directive (MCD);
  • h. the Credit Servicers Directive (CSD), at times also referred to as the ‘NPL Directive’ or ‘Loan Servicers Directive’.
  •  O
Guidelines on complaints-handling

Guidelines on complaints-handling
Guideline 1 – Complaints management policy

Guideline 1 – Complaints management policy
Guideline 2 – Complaints management function

Guideline 2 – Complaints management function
Guideline 3 – Registration

Guideline 3 – Registration
Guideline 4 – Reporting

Guideline 4 – Reporting
Guideline 5 – Internal follow-up of complaints-handling

Guideline 5 – Internal follow-up of complaints-handling
Guideline 6 – Provision of information

Guideline 6 – Provision of information
Guideline 7 – Procedures for responding to complaints

Guideline 7 – Procedures for responding to complaints

1.1 Referințe

1.2 Cerințe identificate

1.3 Standarde asociate

2. Cerințe identificate

Cerințe

3. Standarde asociate

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