Complaints Training Guide for Customer Facing Departments

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

• COMPLAINTS HANDLING PROCEDURE - FLOWCHART

(Marina Zarkaveli is the Compliance officer responsible for all Complaints)

If the responsible Compliance Officer makes a decision that a formal complaint procedure should be followed regarding the client’s dissatisfaction, the following takes place

Reception of formal complaint

Notification of reception to client with unique reference number

Investigation within 2-3 months of the complaint

Outcome of investigation and offer to client

Client declines offer and escalates complaint to Financial Ombudsman or/and CySEC

Client is still dissatisfied and escalates complaint to national courts