Complaints Training Guide for Customer Facing Departments

CCSV - Cyprus Securities and Exchange Commission (‘CySEC’)

References

*Guidelines on Complaints-handling for the securities and banking sectors, JC 2018 35

CCBEL - National Bank of the Republic of Belarus (‘NBRB’)

• COMPLAINT DEFINITION .-

*Clause 1 of Belarusian law ‘On the complaints (appeals) of citizens and legal entities’ defines the term Complaint as “a demand to restore the rights, freedoms and/or legitimate interests from a complainant, that have been violated by the actions or omissions of organizations and citizens, including individual entrepreneurs (hereinafter, unless otherwise specified, - a citizen)”

*There is no dedicated complaint handling procedure specified by the National Bank of the Republic of Belarus (‘NBRB’). Instead, all complaints other queries/inquiries are handled in accordance with Belarusian legislation.