This content is reserved for Premium Members.
The content can be, for example, sample policies, sample procedures, working documents, workbooks or presentations.

collection of legal texts related to the topic; no claim to completeness

advice and information on courses and training programmes related to the topic

maintaining transparent and timely communication with clients throughout the complaint process; providing clear information about how complaints can be lodged and what clients can expect during the resolution process

establishing clear and documented processes for receiving, acknowledging, and resolving complaints; ensuring procedures comply with, e.g. CSSF, regulations and guidelines
Unterforen: CSSF Circular 17/671, CSSF Regulation No 16-07

regularly reviewing and updating complaints management policies and procedures to reflect changes in regulations or business practices; seeking ways to improve efficiency and effectiveness in handling complaints

monitoring client satisfaction with the complaint resolution process; using feedback to improve service quality and complaint management processes

providing necessary information to external parties such as auditors or regulatory bodies when required; ensuring transparency in how complaints are managed and resolved

reporting on complaints to senior management, including trends, root cause analysis, and improvement measures; ensuring management is informed of significant issues that may impact the fund's reputation or operations

keeping detailed records of all complaints received, including the nature of the complaint, actions taken, and outcomes; ensuring records are accessible for regulatory review and internal audits

analyzing complaints to identify recurring issues or systemic problems; implementing corrective actions to address root causes and prevent future complaints

training staff on the importance of effective complaints management and their roles in the process; regular updates and refreshers on compliance requirements and best practices