Before FCAC's 2018 review of sales practices, banks tended to rely too heavily on changes in the volume of complaints (for example, quarter-over-quarter) to identify trends and root causes. FCAC also contracted Environics to field a representative public opinion research survey of 5,000 Canadians who have an account or credit card with a bank and to conduct quantitative analysis of the data.Footnote 9. However, the SCO performs complaint investigations that are, in many cases, more thorough than those at Level 2 and may identify additional issues related to market conduct obligations. Eine klare, gemeinsame Linie und offenen Teamgespräche fehlten. Wenn man mal einen unbefristeten Vertrag ergattert hat, gibt man den wohl nicht so schnell wieder her. The employees FCAC interviewed from the second levels and SCO offices demonstrated a firm understanding of these procedures.
Banks appear to rely less on formal training for complaint handling than for other regulated activities, such as anti-money laundering initiatives. A consumer who is not satisfied with the outcome at Level 2 may escalate a complaint to the bank’s designated SCO. Only one bank has implemented procedures and training modules for employees to provide additional support and assistance to seniors with complaints.Footnote 13. The findings from FCAC’s review of the ECBs are reported separately. The Financial Consumer Agency of Canada (FCAC) will monitor banks to ensure they comply with the Code. Obwohl der deutsche Markt sehr erfolgreich lief (und momentan auch noch einigermassen funktioniert) hat man anscheinend kein Standing in der Zentrale sondern muss jede noch so realitätsferne Entscheidung umsetzen. Consumers who manage to escalate their complaint to the second level often encounter lengthy and frustrating processes. The Financial Consumer Agency of Canada (FCAC) will monitor banks to ensure they comply with the code. Most SCOs have implemented a policy of resolving complaints in an average of 90 days from the time they assign it to an SCO investigator. Some banks will require consumers to take their complaint to a senior manager, such as a regional vice president, if the frontline employees and their managers cannot resolve it. Consumers report that banks resolve fewer than half (43%) of complaints escalated to the second level, and only a third (34%) of those brought to the SCO office in Level 3. Die eigene Führung hat anscheinend nichts mehr zu sagen und die am häufigsten zu hörende Aussage ist "da kann man nichts machen, das hat Italien so bestimmt". FCAC examined complaint handling regulations in comparable jurisdictions, namely Australia, Ireland, the Netherlands, the United Kingdom and the United States. FCAC observed opportunities for banks to strengthen their processes for evaluating the resources they allocate for handling complaints. This ensures the accessibility of their CHPs. This generally benefits consumers, as most problems can be resolved more quickly and effectively this way. The code’s principles guide banks in their delivery of banking products and services to Canada’s seniors.

As a result, these assessments do not measure whether banks have adequate resources to meet FCAC’s expectations for timeliness across levels 2 and 3. For example, one bank has consolidated the SCO service for its subsidiary, meaning the subsidiary’s customers must escalate complaints to the parent bank’s designated SCO, but this change was not reflected in the subsidiary’s brochure at the time of the review. In most cases, consumers are required to produce evidence of a final resolution from each level before they can take a complaint to the next step. In this context, effectiveness is a measure of whether banks are resolving complaints to most consumers’ satisfaction. This means consumers do not know what direction the investigation is taking or when to expect a final recommendation. The Bank Act requires the designated SCO to report specific information publicly, such as the number of complaints investigated, the average length of time to resolve complaints and the number resolved to consumers’ satisfaction.