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Complaints to Confidence: Mastering Client Complaint Handling in Cyprus for Investment Firms
- Οργάνωση/ Διοίκηση/ Ηγεσία - Χρηματοοικ. Ασφαλιστικά Τραπεζικά - Λογιστικά/ Έλεγχος/ Φορολογικά - Digital Marketing/ Sales/ Service - Εφοδιαστική Αλυσίδα/ Εμπόριο
09 Δεκ 2025 09:00
10 Δεκ 2025 11:45
OnLine Virtual Classroom
Αγγλικά
5 ώρες
(
2 μέρες
)
Παναγιώτης Νικολάου
ΠΕΡΙΓΡΑΦΗ
Handling client complaints effectively is not just a regulatory requirement under MiFID II and CySEC expectations – it is also a strategic tool for maintaining investor trust, strengthening reputation, and ensuring long-term business sustainability.
This programme provides participants with a structured approach to managing complaints in Cyprus, offering both regulatory clarity and practical techniques. Drawing on case studies, local regulatory expectations, and real examples from investment firms, the course demonstrates how firms can transform complaints into opportunities for improving service quality and investor protection.
Participants will learn how to identify the root causes of complaints, apply proportionate solutions, communicate with clients transparently, and document processes in line with CySEC’s rules. By the end of the training, participants will have the skills and confidence to handle complaints professionally, mitigate risks, and safeguard their firms’ reputation.
ΣΚΟΠΟΣ ΣΕΜΙΝΑΡΙΟΥ
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.
ΣΕ ΠΟΙΟΥΣ ΑΠΕΥΘΥΝΕΤΑΙ
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
ΠΕΡΙΣΣΟΤΕΡΕΣ ΠΛΗΡΟΦΟΡΙΕΣ
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
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.
Πληροφορίες Εκπαιδευτή
Παναγιώτης Νικολάου - CEO AFXAnts
Αναλυτικό Κόστος Σεμιναρίου
- € 220.00
- € 0.00
- € 41.80
- € 220.00
- € 261.80
ΠΡΟΓΡΑΜΜΑ ΣΕΜΙΝΑΡΙΟΥ
Τρίτη - 09 Δεκ 2025
Ώρα
09:00 - 11:45
ΕΚΠΑΙΔΕΥΤΗΣ:
Παναγιώτης ΝικολάουΤοποθεσία:
OnLine Virtual Classroom
Τετάρτη - 10 Δεκ 2025
Ώρα
09:00 - 11:45
ΕΚΠΑΙΔΕΥΤΗΣ:
Παναγιώτης ΝικολάουΤοποθεσία:
OnLine Virtual Classroom
Εκδήλωση Ενδιαφέροντος : Complaints to Confidence: Mastering Client Complaint Handling in Cyprus for Investment Firms
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Anti-Bribery and Corruption...
Anti-bribery and anti-corruption legislation globally has existed for some time, though enforcement is becoming more aggressive. There is heightened regulatory ...
31/01/2027 21:00
Αγγλικά
eLearning
European Investment Funds: a Comprehensive Guide to UCITS, AIFs, Struc...
This course provides a comprehensive overview of European investment funds, focusing on their structure, regulation, and emerging trends. Participants will gain...
31/01/2027 21:00
Αγγλικά
eLearning