customer complaints soon facilitated

The Prudential Supervision and Resolution Authority (ACPR) urges banking and insurance professionals to improve their practices to provide claimants with a qualitative and motivated response as quickly as possible, and in any case within a reasonable time. not exceeding two months.

How to improve mediation in a conflict in the banking and insurance sectors was already being asked by a committee of experts in July 2021? Too often, in fact, complaints from dissatisfied customers were considered inadmissible. Nearly a year later, the Prudential Supervision and Resolution Authority (ACPR) should make recommendations to the industry according to The Echoes. Specifically, the gendarme of the financial sector wants to facilitate access to mediation services and speed up the processing of procedures.

In fact, the ACPR is ordering banking and insurance professionals improve their practices to provide the claimants with a qualitative and motivated response as soon as possible, and in any case within a period not exceeding two months, according to the document consulted by the daily.

An expected implementation in 2023

Thus the mediator can now be seized two months after the customer sends the first written complaint, regardless of the service requested. In fact, the establishments often saved time by returning the dissatisfaction from service to service, thus slowing down the procedure. It is, moreover, the advice of the appellant by mail and not only by telephone, through an online form, a chat or instant messaging service.

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The ACPR’s goal is clear: by 2023, things will need to be in place to make it easier for users.

Arnaud Chneiweiss, the insurance broker, welcomes this advance, a week after significant advances were obtained from his industry for the simplified termination of certain contracts. Des progrs qui must allow the limiter of the contestations.

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In July 2021, the Consumer Protection Association called for a complete overhaul of the mediation system by the creation of a truly independent public mediator. According to her, the shortcomings of banking intermediaries have serious concrete consequences for consumers.

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