A stable, well-functioning financial market for allA stable, well-functioning financial market for allProcessing of complaints in the financial sector II
All of the 150 companies contacted report that they have routines for processing complaints. This is a significant improvement compared with the survey that Finansinspektionen conducted in 2005.
The majority of the companies, however, have few or no complaints registered. This can be a sign that the customers do not have any complaints, but in some cases it is more likely that the companies have misinterpreted the legal definition of what constitutes a complaint.
In terms of complaints, the companies could cooperate more with the Swedish Consumers' Banking and Finance Bureau and the Swedish Consumers Insurance Bureau. The companies can also make efforts to familiarise consumers with these advisory bureaus. The bureaus provide the customers with important pre-purchase information, price comparisons and other guidance.
FI will take the following measures
The definition of what constitutes a complaint can be found in Finansinspektionen's regulation FFFS 2002:23. FI is going to inform the industry of its importance. FI is also making efforts so that the companies provide more information about the consumer protection agencies. FI is going to discuss the issue with the industry organisations included in the agencies' boards of directors.
