Client Complaints

CySEC and Investment Professionals CPD series: Financial Promotion, Handling Complaints and Treating Clients Fairly

Complaint handling is an opportunity for firms to put things right for customers who have not had a good experience. It is a way to hear from the people on whom most financial services businesses rely: their clients. At the same time, one or more cases can destroy a business. Cyprus’ Ombudsman Service was created in 2015 and we all have to know how to work with it. At the same time, CYSEC is on the lookout for firms unable to build and implement safe complaint handling procedures that result in fair customer treatment.


The Millenium’s move from regulating how financial services are sold to considering the broader customer experience has led to the development in different parts of the world of the notion of Treating Customers Fairly and other similar ideas. The purpose of this is to move the focus from the financial firm to the customer. This has been reflected in a vast UK literature and the adoption of the idea in MiFID 2. The Hong Kong Monitory Authority has its own take on the subject. Many countries aim to treat customers fairly through a suite of similar regulatory initiatives without giving the term a label. This workshop explores what MiFID 2 and various other regulators, notably the UK has developed as a notion of fair customer treatment.

Expected Outcomes

  • An overview of the key elements of a complaints procedure
  • Appreciation of what is a complaint and why it matters
  • Ideas on how to investigate complaints and maintain as much neutrality as possible
  • Learning the standards to be applied and how to respond to complaints
  • Introduction to the Ombudsman scheme
  • Understanding the basics of root cause analysis
  • An understanding of the key themes of treating customers fairly
  • An appreciation of how fair treatment and MiFID 2 interact
  • An overview of corporate culture and fairness
  • Awareness of product governance, fair clear and not misleading requirements, advised and non-advised channels and complaints

Seminar Content

  • Complaints, European Directives and where everything fits
  • Building a complaints procedure
  • Identifying and acknowledging
  • Investigation
  • Deciding on complaints
  • Issuing responses
  • Handling the Ombudsman
  • Root cause analysis
  • The meaning of treating customers fairely
  • Corporate culture
  • Development and review of products and services
  • Promotion and marketing
  • Agreements with clients
  • Advice standards
  • Complaints
  • Management information

Who should attend

Complaint Handlers, Customer Relations (sales, retention), Compliance and Senior Management, Marketing, Risk Management, Corporate Leadership

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DATE: 16, 17, 18 April

DURATION: 15 Hours


LOCATION: CMS Training Centre, Limassol

TIME: 09:00 – 14:30

FEES: HRDA eligible €295, non-HRDA eligible €550 (both + €104.05 VAT)


If you need help completing the online registration form, please give us a call at 2227 4470 or email us at 

In-House Training

If you would like to discuss bringing this or another topic to your organization on an in-house basis please call us at 22274470 or email us at


Adam Samuel

Adam Samuel is a lawyer qualified in the UK and the USA. For the last 21 years, Adam has run his own training and consulting business, helping out regulators in three continents on customer-facing issues. He has the qualifications required of a financial, mortgage and equity release adviser and the UK CISI compliance diploma. Adam wrote the only book on consumer financial services complaint handling in the UK and a guide to the SFC Code for Intermediaries in Hong Kong. The Gibraltar Supreme Court followed his expert evidence in van Geens v. Jyske Bank on product risk, compliance and advice standards around the world. Adam has broadcast on a number of BBC domestic and World Service programmes, including the national news on financial services compliance and banking issues.