Draft guidelines for complaints-handling for the securities (ESMA) and banking (EBA) sectors

Draft guidelines for complaints-handling for the securities (ESMA) and banking (EBA) sectors

from 06 November 2013 to 07 February 2014


Reasons for publication
Consumers in the EU can purchase, and firms can offer, financial services and products in the investment, banking and insurance sectors across the EU Single Market. In order to increase market confidence of all participants, the Joint Committee of the three European Supervisory Authorities (ESAs) is seeking to develop a harmonised approach to handling complaints. The three ESAs are doing so through guidelines that, once adopted, will apply equally across all 28 Member States and will be the same for all three sectors of financial services.
To that end, ESMA and the EBA have developed guidelines for the investment and banking sectors that build on the existing complaints-handling guidelines established by EIOPA for the insurance sector. The objective is to allow EU consumers to refer to a single set of complaints-handling arrangements, irrespective of the type of product or service or the geographical location of the firm in question. This, in turn, will also allow firms to streamline and standardise their complaints-handling arrangements, and national regulators to supervise the same requirements across all sectors of financial services.
ESMA and the EBA expect to publish the final guidelines in Q1 2014.
Consultation process
Comments should be sent to ESMA and the EBA by e-mail to sarah.raisin@esma.europa.eu and joint-committee@eba.europa.eu. Please note that the deadline for the submission of comments is 7 February 2014.
All contributions received will be published following the close of the consultation, unless requested otherwise.

Document available for this Consultation
06/11/2013JC-CP-2013-03Draft guidelines for complaints-handling for the securities (ESMA) and banking (EBA) sectors


Activity Institution Download
Avantage Reply
Asset Management European Fund and Asset Management Association (EFAMA)
efama.doc (97.5 KB)
Asset Management ALFI - Association of the Luxembourg Fund Industry
Asset Management Assogestioni
assogestioni_1.pdf (73.06 KB)
Asset Management BEAMA - Belgian Asset Managers Association
Asset Management BVI - German Investment Funds Association
Asset Management Skagen AS
skagen_as.docx (76.2 KB)
Asset Management Swedish Investment Fund Association
Banking Deutsche Bank
deutsche_bank.pdf (45.87 KB)
Banking DSGV (German Savings Banks Association)
Banking EACB - European Association of Co-operative Banks
Banking BBA - British Bankers’ Association
Banking Swedish Bankers Association
Banking Unicredit
unicredit.pdf (268.59 KB)
Banking EBF (European Banking Federation)
Insurance and Pension BIPAR - European Federation of Insurance Intermediaries
Invididuals Chris Barnard
Legal and Accountancy Capolino-Perlingieri & Leone
Others AFME - Association for Financial Markets in Europe
Others European Federation of Building Societies
Others Arbitration Board of Budapest
Others Eurofinas
eurofinas.pdf (197.5 KB)
Others International Financial Data Services
Others International Personal Finance plc (IPF)
Others Kenmar Associates
Others Hungarian Compliance Professionals Working Group
mfb.docx (23.42 KB)
Others Centro de Arbitragem de Conflitos de Consumo de Lisboa
Others VEB (Dutch Investors’ Association)
veb.pdf (505.18 KB)
Others DAF - Danish Shareholders Association
Others Banking Stakeholder Group of the EBA