Complaint Control and Archiving

The Responsible Person shall oversee ongoing control of Complaints and responses, conducting the following actions by the 7th day of each calendar month:

  • review entries and data in the Complaints Register, and

  • monitor the progress of Complaint processing and deadlines for responses.

The Responsible Person will gather information on Complaints received during the reporting period, analyze this data to identify root causes, prioritize solutions, and prepare a periodic report for the CEO containing:

  • number of Complaints received;

  • root causes of Complaints;

  • products related to Complaints;

  • details on recurring or systemic issues linked to specific services or products;

  • other affected processes or products;

  • priorities for corrective actions;

  • proposals for corrective actions to address root causes.

The CEO will review Complaint data quarterly to ensure root causes are identified, insights are gained, and operational adjustments are made. Upon receiving and reviewing the report, the CEO shall:

  • collect information on similar Complaints related to specific services or products and analyze it to identify root causes and prioritize remedies;

  • assess whether root causes of certain Complaints might impact other services or products;

  • determine the feasibility of eliminating root causes and decide on methods to address them;

  • initiate corrective actions, if necessary, to eliminate identified root causes.

The Responsible person will maintain records of Complaint numbers, categorized by reasons and outcomes (received, examined, upheld, partially upheld), and provide this information to the Supervisory authority upon request.

Records of the CEO’s analysis and decisions on corrective actions for operational deficiencies in the Complaint handling process will be retained for at least three years.

All Client Complaints, related investigation details, responses, and/or response copies indicating the outcome of the Complaint handling process will be archived for a minimum of three years from the date of the final response to the Client.

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