Complaint Examination and Dispute Settlement Complaint Examination and Dispute Settlement

​Over the past five years, the inspectors at the Chambre de l’assurance de dommages have observed that one in two firms has no written policy on complaint examination and dispute settlement.

What’s the reason? Firm managers seem to be confusing two obligations: adopting a policy and sending the complaints report to the Complaint Reporting System (CRS) of the Autorité des marchés financiers.

However, it is far from enough to simply send in a complaints report. Firms must respect the following legal obligations when examining complaints:

  1. Examine every complaint received from their client in an equitable manner;
  2. Establish a complaint examination policy;
  3. Send an acknowledgement of receipt to the complainant as well as the information he will need to properly understand the complaint examination process;
  4. Send the complaint file to the Authority at the complainant’s request;
  5. Prepare and send complaint reports to the Authority.

What must be covered in a complaint examination policy?
At very least, the policy must state its purpose, indicate the name of the person responsible for its implementation (complaints officer), describe what a complaint is and explain the complaint examination process.

4/17/2015 3:14:30 PM