ESMA and EBA Harmonize Guidelines for Handling Consumer Complaints Across the EU

Summary: The European Securities and Markets Authority (ESMA) and the European Banking Authority (EBA) have published their joint committee final report on guidelines for handling consumer complaints in the securities and banking sectors (Guidelines). In order to ensure the adequate protection of consumers, these Guidelines seek to:

• Clarify expectations relating to the manner in which firms organize the handling of complaints;

• Provide guidance on the provision of information to complainants;

• Harmonize the arrangements of firms for the handling of complaints they receive; and 

• Ensure that firms’ arrangements for handling complaints are subject to at least a minimum level of supervisory  attention across the EU (see MaComp, Germany).