Regulation N 8/04 on Internal Procedures on Customer Complaints
(enacted in 2009)
Regulation N 8/04 on Internal Procedures on Customer Complaints of 2009 requires financial institutions to have internal complaints resolution procedures and sets minimum requirements for transparency and handling of complaints, including the requirement that consumers be informed of their right to appeal to the Financial System Mediator. The regulation also includes sample disclosure forms by which companies may make required disclosures of complaints processes.
An unofficial English translation of Regulation No. 8/04 is available under “other language versions.”