Knowledge Base

← Ethics, Compliance, and Ethical Organization of Institutions

Questions

What is the professional's obligation in the event of a total or partial rejection of a complaint?

Ignore the complaint
Communicate the available remedies
Request an additional payment from the client
Transfer the complaint to another department without a response

What is the definition of a complaint according to the AMF?

A request for information about a product
A statement of the client's dissatisfaction with the professional
A request for clarification about a service
A request for contract modification

What elements must be included in the prior information about the complaint handling process? (Multiple answers possible)

The methods for contacting the professional
The contact details of the AMF mediator
The prices of products and services
Processing timeframes

What are the recurring deficiencies identified by AMF SPOT inspections in 2024 regarding complaint handling? (Multiple answers possible)

An overly restrictive definition of complaints
Non-compliance with the two-month deadline
Failure to inform in case of deadline overrun
Failure to communicate the mediator's contact details

The deadline for sending an acknowledgement of receipt of a complaint is a maximum of 10 business days, unless a complete response can be provided within the same period.

True
False

The complaints register must be unified and centralised regardless of the channel of receipt (letters, emails, telephone calls).

True
False

Start date for the response deadline for complaints (since 2024)

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European regulation transposing MiFID II for client complaints

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