Regulatory Alerts2014-09-25
Regulation on Internal Complaints Handling Process
The Board of the Central Bank of the Republic of Kosovo issued this regulation to establish minimum requirements for internal complaints handling processes across all licensed financial institutions and intermediaries. Institutions must implement standardized, accessible complaint channels, maintain a centralized electronic database with unique tracking numbers for five years, and resolve standard complaints within fifteen days. The regulation mandates semi-annual analytical reports to senior management and the board of directors, requiring root cause analysis and actionable proposals to reduce systemic complaints and enhance customer trust.
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