The complaints handling function of customer services at institutions supervised by the Banco de España
Series: Miscellaneous.
Author: Banco de España.
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Summary
The Banco de España Market Conduct and Claims Department conducted an extensive supervisory study in 2015 and 2016 aimed at gaining knowledge of and assessing the practices of supervised institutions in respect of the organisation and functioning of their customer services departments. The criteria used to make this assessment are detailed in this publication.