Complaints Training Guide for Customer Facing Departments

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

• COMPLAINT’S NATURE .-

According to CySEC, complaints could be related either with a financial product or with a financial service provided by a CIF (Cyprus Investment Firm).

Examples:

• Due Diligence (Identity Documents, Source of Funds/Wealth...)
• Technical Issues of the web or mobile platform. (some of these issues do not have financial consequences but need to be considered nonetheless.)
• Application of Terms & Conditions and/or other Policies.

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

• COMPLAINT’S NATURE .-

The compliance department should be informed of any client’s expression of dissatisfaction that meets the following criteria:

• received via Email through [e-mail] or complaints online Website Form;
• queries/questions received by Customer Support or account managers (via Email, Call…) with regards to some issue and request for resolution, and, if/when the resolution is offered, the client remains dissatisfied (keywords): complaint, authorities/regulators, legal actions, lawyers etc;
• queries/questions received by Customer Support or account managers with regards to some issue with a request for resolution, nevertheless the query/question is complicated and cannot be resolved within 72 hrs;
• recurring questions/queries about the same/identical issue and/or affecting a number of clients;
• when the content of the complaint text implies that the complaint should be treated as a formal complaint, i.e. requests for complaint reference number (URN).