Complaints
From Open Risk Manual
Definition
Complaints. In the context of the Financial Competence Framework, Complaints is a topic in the Financial Landscape subject matter domain.[1]
Competences
Mastering the role of Complaints in financial literacy context requires the following competences:
| Code | Competency Description | Competency Type |
|---|---|---|
| 415 | Aware of the existence of redress mechanisms and how to access them if necessary | Knowledge |
| 416 | Aware of the existence of out-of-court dispute resolution mechanisms, including online alternative dispute resolution tools, and of how to select the most appropriate one | Knowledge |
| 417 | Knows the relevant body in their jurisdiction where a complaint about products and services, including those sold online, can be deposited | Knowledge |
| 418 | Makes a complaint to the relevant department of a financial provider and, in a second step, to the relevant external body when necessary | Skill |
| 419 | Confident to make a judgment on the quality of service and protection provided by a financial service provider | Attitude |
| 420 | Is prepared to seek redress if things go wrong | Attitude |
References
- ↑ European Union/OECD (2022), Financial competence framework for adults in the European Union
