Regulatory Alerts2008-04-03
General guidelines regarding complaints management concerning financial services for consumers
Finansinspektionen issued these general guidelines to require all supervised institutions to establish effective internal policies and procedures for handling consumer complaints regarding financial services. The regulations mandate that institutions appoint complaints officers, inform customers about their rights and the complaints process, and maintain detailed records of all interactions for follow-up and preventive measures. Furthermore, institutions must report their complaints management contacts to the Authority and inform dissatisfied customers of their right to pursue disputes through the National Board for Consumer Complaints or general courts.
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