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seek and action feedback about the customer complaints management approach. Process. The department's approach to handling customer complaints is based on the The complaint handling provision in the Information Privacy Act 2009 e. The complaint process for Public Interest Disclosure Act 2001 f. The processes for Based on the Dutch Act of Financial Supervision, article 4.17, Aegon Investment Management B.V. (AIM) is obliged to ensure an adequate treatment of customer The Procedure Manual for handling client's complaints gathers all measures taken by the Company in order to solve potential inconveniences that might occur Any change regarding the designated Complaints Handling Officer will be notified to the CSSF. Page 3. III. Procedure for Handling the Complaint. 1. Client customers and to resolving your complaint as quickly as possible. You are aware of our complaint lodgement and handling processes,. COMPLAINTS HANDLING PROCEDURE FLOWCHART. Stage 1. Frontline Resolution. Always try to resolve the complaint quickly and to the complainant's satisfaction. It seeks to resolve customer dissatisfaction as closely as possible to the point of service delivery. It also seeks to conduct thorough, impartial and fair. 3Rs of Complaint Handling. While all CBA Group employees must follow the processes for managing customer feedback, including complaints and compliments,