Guideline 1 – Complaints management policy

Competent authorities should ensure that:

• a) A ‘complaints management policy’ is put in place by firms. This policy should be defined and endorsed by the firm’s senior management, who should also be responsible for its implementation and for monitoring compliance with it.
• b) This ‘complaints management policy’ is set out in a (written) document (e.g. as part of a ‘general (fair) treatment policy’).
• c) The ‘complaints management policy’ is made available to all relevant staff of the firm through an adequate internal channel.