Complaint handling is an opportunity for firms to put things right for customers who have not had a good experience. It is a way to hear from the people on whom most financial services businesses rely: their clients. At the same time, one or more cases can destroy a business. Cyprus’ Ombudsman Service was created in 2015 and we all have to know how to work with it. At the same time, CYSEC is on the lookout for firms unable to build and implement safe complaint handling procedures that result in fair customer treatment.

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