Training Objectives

By the end of the seminar, participants will be able to:

• Understand CySEC and MiFID II requirements for complaint handling in Cyprus.
• Learn how to design and implement an internal complaint-handling policy.
• Understand how to log, categorise, and escalate complaints effectively.
• Learn best practices for transparent and professional client communication.
• Recognise the reputational and regulatory risks of poor complaint handling.
• Understand how to analyse root causes and prevent recurring complaints.
• Learn how complaint data can be used as a tool for service and compliance improvement.
• Build confidence in addressing complex or sensitive complaints without reputational damage.

Training Outline

Introduction to Complaint Handling

• Definition of complaints under MiFID II and CySEC expectations
• The role of complaint handling in investor protection

The Regulatory Framework

• MiFID II complaint-handling obligations
• CySEC requirements and expectations for Investment Firms
• ESMA guidelines on complaint management

Complaint Handling Policies and Procedures

• Designing an internal complaints policy
• Complaint logging, categorisation, and escalation procedures
• The importance of timelines and transparency

Communication and Engagement with Clients

• Professional communication strategies in sensitive situations
• Maintaining transparency without admitting liability
• Turning a complaint into a trust-building opportunity

Root Cause Analysis and Preventive Action

• Identifying systemic issues behind complaints
• Using complaints to strengthen compliance and governance
• Case studies of recurring complaint patterns in CIFs

Practical Case Studies

• Real-life complaint scenarios
• Group exercise: drafting a response to a client complaint
• Simulation of the complaint escalation and resolution process

Closing & Key Takeaways

• Summary of regulatory “must-haves”
• Checklist for effective complaint handling
• How complaint handling enhances investor protection and reputation

Who Should Attend

This seminar is most relevant for:

• Compliance Officers & AMLCOs in Investment Firms
• Risk Managers & Internal Auditors
• Legal & Regulatory Advisors
• Operations & Client Service Managers
• Board Members & Senior Management overseeing compliance functions

Training Style

This seminar combines short lectures with practical case studies, interactive discussions, and hands-on exercises. Participants will engage in simulations of complaint scenarios, draft responses, and analyse real regulatory cases. The training is designed to be practical, ensuring participants can directly apply lessons to their daily work.

CPD Recognition

This programme may be approved for up to 5 CPD units in Financial Regulation. Eligibility criteria and CPD Units are verified directly by your association, regulator or other bodies which you hold membership.

In-house Training

For groups within the same organisation, this course may be customized to meet any specific needs and delivered in-house.