Complaints Training Guide for Customer Facing Departments

CCUK - Financial Conduct Authority (‘FCA’)

• COMPLAINTS CATEGORISATION

FCA Complaints can be categorised as INFORMAL or FORMAL Complaints. The only difference between both categories relies on the amount of time that have taken to get resolved.

COMPLAINT RESOLVED WITHIN 3 BUSINESS DAYS.

DAY OF RECEIPT IS DAY ZERO

INFORMAL COMPLAINT

FORMAL COMPLAINT

COMPLAINT NOT RESOLVED WITHIN 3 BUSINESS DAYS.

As per FCA Regulation, Formal Complaints will have to be resolved/formally answered to within 8 weeks from their receipt.

CCUK - Financial Conduct Authority (‘FCA’)

• COMPLAINTS HANDLING INTERNAL PROCESS

The Officer that will investigate all FCA Complaints within informal timeframe is Venyamin Smirkin.

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