Complaints Training Guide for Customer Facing Departments

COMPARISON OF CONCEPTS & PROCEDURES

CCUK

CCSV

CCBEL

> Alternative Dispute Resolution (‘ADR’)

• Financial Ombudsman Service (‘FOS’)

If a client is not satisfied with our final response, can escalate the case to the FOS free of cost.

> Alternative Dispute Resolution (‘ADR’)

• Financial Ombudsman of the Republic of Cyprus (‘FO’)

If a client is not satisfied with our final response, can escalate the case to the FO paying a fee of 20 Euros.

> Alternative Dispute Resolution (‘ADR’)

• None

EXAMPLES

CCUK

Complaint: No

Category: N/A

Client’s queries can develop into complaints but are not complaints in itself.

CCSV

Complaint: Enquiry

Category: N/A

This is just an enquiry from the client, but it can develop into complaint.

CCBEL

Complaint: Enquiry

Category: N/A

An enquiry from the Customer which could potentially result in a complaint.