This policy is based on the ISO Standards for handling complaints, with some sections on negotiation, mediation and arbitration resolution techniques that are used before litigation. Complaints management is portrayed as an integral part of Enterprise Risk Management. Due notice is given to the insurance coverage aspect of claims handling, and notably to the increasing importance of so-called ‘fiduciary’ risks, also in civil law jurisdictions. Finally, non-compliance by service providers with the regulatory framework of their financial customers is mentioned as a separate source of dissatisfaction and complaints.
Topics included in this policy are: ISO guidance, customer satisfaction, responsibility and authority, complaints categories, and policy maintenance.