FFFS 2002:23

General guidelines regarding complaints management concerning financial services for consumers

In force from 2003-01-01


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 2013:9 applies.
  • Insurance distributors for which Finansinspektionen's regulations regarding insurance distribution FFFS 2018:10 applies.