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Date Ref. Title Section Type Download Info Summary Related Documents Translated versions
03/10/2018 ESMA71-99-1046 WP 2019 Press Release , , Press Release PDF
282.94 KB
25/08/2014 JC/2014/43 lt Vertybinių popierių (ESMA) ir bankų (EBI) sektorių skundų nagrinėjimo gairės , Reference PDF
153.6 KB

The European Securities and Markets Authority (ESMA) and the European Banking Authority (EBA) published today their Joint Committee final Report on guidelines for handling consumer complaints in the securities and banking sectors. The document aims to increase market confidence and for the benefit of consumers and firms alike it will ensure a harmonised approach to handling complaints for all 28 EU Member States and across all financial services sectors.The final report published today is part of the efforts of the European Supervisory Authorities to bring further supervisory convergence across the securities and banking sectors. It was developed on the basis of the existing complaints-handling guidelines established by EIOPA (the European Insurance and Occupational Pensions Authority) for the insurance sector. The report was launched for a public consultation last year and this final version takes into consideration the feedback received.ESMA and the EBA consider that these guidelines will ensure a consistent approach to complaints-handling across the EU. Consumers can purchase financial services and products in the investment, banking and insurance sectors across the entire EU Single Market and these guidelines will allow them to refer to a single set of complaints-handling arrangements. EU consumers will therefore be able to rely on the same approach irrespective of what type of product they have purchased and where they have purchased it.In addition to strengthening consumer protection -a key statutory objective for ESMA and for the EBA-, the guidelines will also allow firms, some of which sell products from more than one sector across the EU, to streamline and standardise their own complaints-handling arrangements. National regulators too will be able to supervise the same harmonised requirements across all sectors of financial services in their own jurisdictions.The guidelines will be translated into the official languages of the European Union (EU) and they will become applicable two months after the date of publication of their translations.

04/04/2016 2016/220 ToR FISC Reference PDF
90.34 KB
07/04/2020 ESMA50-157-2140 ToR FISC Reference PDF
97.63 KB
17/10/2017 ESMA71-99-635 The State of European Financial Markets- Steven Maijoor, Opening Address, ESMA Conference , Speech PDF
175.8 KB
06/05/2020 ESMA41-140-79 Technical standards , Reference XLSX
119.1 KB
02/12/2011 2011/BS/209 Summary of conclusions- Board of Supervisors meeting on 20 September 2011 Reference PDF
119.95 KB
02/12/2011 2011/BS/179 Summary of conclusions- Board of Supervisors meeting on 11-12 July 2011 Reference PDF
55.2 KB
13/02/2012 2011/BS/233 Summary of conclusions- Board of Supervisors meeting of 8 November 2011 Reference PDF
121.56 KB
22/07/2011 2011/BS/142 Summary of conclusions- Board of Supervisors meeting of 25 May 2011 Reference PDF
117.04 KB
22/07/2011 2011/BS/141 Summary of conclusions- Board of Supervisors meeting of 12 April 2011 Reference PDF
139.03 KB
02/12/2011 2011/BS/180 Summary of conclusions- Board of Supervisors conference calls on 25 and 28 July 2011 Reference PDF
98.62 KB
13/02/2012 2011/BS/234 Summary of conclusions- Board of Supervisors conference call on 23 November 2011 Reference PDF
22.39 KB
14/04/2015 2015/BS/32rev Summary of Conclusions BoS meeting on the 29th of January 2015 Reference PDF
227.63 KB
27/08/2013 2013/BS/122 Summary of conclusions BoS meeting 30/04/13 Reference PDF
188.99 KB
04/04/2013 2013/BS/30 Summary of conclusions BoS meeting 29/01/13 Reference PDF
268.86 KB
19/11/2014 2014/BS/159 Summary of conclusions BoS meeting 25/09/14 Reference PDF
187.74 KB
15/11/2013 2013/BS/155 Summary of conclusions BoS meeting 24/09/13 Reference PDF
193.33 KB
15/11/2012 2012/BS/125 Summary of conclusions BoS meeting 24/09/12 Reference PDF
222.36 KB
11/07/2013 2013/BS/86 Summary of conclusions BoS meeting 22/05/13 Reference PDF
286.82 KB

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