Complaints Training Guide for Customer Facing Departments

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

• Complaints handling internal process (visualised workflow)

COMPARISON OF CONCEPTS & PROCEDURES

CCUK

CCSV

CCBEL

> Regulation - Complaints are highly regulated by the FCA.

> Definition

i) Expression of dissatisfaction

ii) From Client/Potential Client - natural or legal person

iii) re. Financial Service (provision or failure to provide)

iv) Alleged financial loss, material distress / inconvenience.

> Regulation - CySEC adheres to the established in the EU Reg. regarding Complaints.

> Definition

i) Expression of dissatisfaction

ii) From Client/Potential Client - natural or legal person

iii) re. Financial Service or Product

> Regulation - In NBRB there is a lack of strict and formal regulations on Complaints Pr.

Process highly relies on decisions made by Compliance/Customer Facing employees.

> Definition

i) Demand to restore the rights, freedoms and/or legitimate interests.

ii) From any ‘Complainant’