Sets the elements of effective complaints handling and redress: general principles, policies and procedures, accessibility, confidentiality, objectivity and authority of handlers, follow-up and investigation, redress, response and review mechanism, reporting of potential breaches, resources and training, management oversight and audit; the timeframes for acknowledgement and response; record keeping with retention and inspection access; and reporting to the HKMA. Classification: a statutory guideline issued by the Monetary Authority under the Banking Ordinance §7(3); version V.2, 06.01.2023; applies to all AIs, for complaints from individuals and SMEs.
The graph holds this control, the 0 it maps to, and the evidence behind each claim, over MCP and REST.