Complaints Training Guide for Customer Facing Departments

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

• COMPLAINT DEFINITION .-

“A statement of dissatisfaction addressed to a firm by a natural or legal person relating to the provision of an investment service provided under MiFID II, the UCITS Directive or the AIFMD”.

According to Article 26 (1) of Directive (EU) 2017/565 “Investment firms shall establish, implement and maintain effective and transparent complaints management policies and procedures for the prompt handling of clients’ or potential clients’ complaints. Investment firms shall keep a record of the complaints received and the measures taken for their resolution”