Complaints Training Guide for Customer Facing Departments

Complaints Training Guide for Customer Facing Departments

By Compliance Departments Group wide

Complaint definition, categorisation and handling internal process under the regulations of the Financial Conduct Authority (‘FCA’) - CCUK Complaint definition, categorisation and handling internal process under the regulations of the Cyprus Securities and Exchange Commission (‘CySEC’) - CCSV Complaint definition, categorisation and handling internal process under the regulations of the National Bank of the Republic of Belarus (‘NBRB’) - CCBEL Comparison of concepts and procedures between the three entities. Examples Q&A

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