| 1. |
VASPs shall establish and maintain effective procedures for the prompt, fair and consistent handling of complaints received from their clients in accordance with Rule III.A of this Market Conduct Rulebook. Such procedures shall be disclosed on their website in a clear and easy-to-understand manner. |
| 2. |
Such procedures must establish when a VASP will consider a complaint to have been made and the mediums and channels through which it will monitor and recognise complaints. |
| 3. |
When establishing and maintaining such procedures, VASPs must take reasonable steps to ensure that in handling complaints they identify and remedy any recurring or systemic problems, including but not limited to—
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a. |
analysing the causes of complaints so as to identify common root causes of complaints; |
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b. |
considering whether such root causes may also affect other processes, services [including but not limited to VA Activities] or products, including those not directly complained of; and |
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c. |
correcting such root causes.
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