ECCB Communications Workshop for ECCU Media Practitioners

Eastern Caribbean Central Bank

WHAT THE OFFICE OF FINANCIAL CONDUCT IS CONCERNED WITH… Internal Complaints Handling Procedures

Complaint Procedure

• Multiple channels, dedicated resources, standard minimum data to be recorded • LFI shall set timeline consistent with Code of Conduct issued by Central Bank • LFI shall inform consumer of recourse to independent redress process • The Central Bank may monitor internal complaints handling process of the LFI

Timeline

Further Redress

R

Central Bank Monitoring

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Transforming the ECCU Through Innovation and Collective Action