5. Competent authorities should ensure that firms analyse, on an on-going basis, complaints- …

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.

1. Prezentare generală

1.1 Referințe

1.2 Cerințe identificate

1.3 Standarde asociate

2. Cerințe identificate

3. Standarde asociate

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