General guidelines regarding complaints management concerning financial services for consumers


Stricter requirements have been imposed for companies' complaints management, including a change in the definition of what constitutes a complaint and the requirement that complaints be registered. Companies must now provide better information to customers and new requirements for internal routines have been imposed.
 
These general guidelines apply to all companies under Finansinspektionen’s supervision, with the following exceptions:
 
  • New authorisation of fund management companies and investment funds, for which FFFS 2004:2 applies.
  • Insurance intermediaries, for which FFFS 2005:11 applies.

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