What happens once you have filed a complaint
We will record the receipt of the complaint and the relevant details of the complainant(s) and the complaint, to the extent they are provided.
If sufficient contact information has been provided, the complainant(s) will receive, within 7 working days of having filed the complaint, a receipt confirmation. This confirmation may include requests for further information, as necessary.
We will investigate the facts subject to the complaint, which may include, but not be limited to, communications, documentation, and data as well as discussions with relevant stakeholders.
Following investigation, we will produce a report that outlines a summary of the complaint, the response to you, and any remedial actions that may be taken to address the complaint. Prior to finalisation of the report, we may escalate any issues related to a complaint to one or more European Money Markets Institute governing body, as deemed necessary. We will then provide you with our answer without unnecessary delay if the appropriate contact information was made available.
If you find our answer unsatisfactory or insufficient, you may file an appeal against such response. Appeals must be us within a reasonable period of time and without unnecessary delay following receipt of the response from us and should further be accompanied by additional evidence, documentation and/or data that supports the need for additional review.
The appeal will be reviewed by the relevant Oversight Committee (when the complaint relates to a benchmark and was not escalated in first instance), Market Committee (when the complaint relates to a Market program, e.g., STEP initiative, and was not escalated in first instance), or by the Board of Directors (when escalation to an Oversight Committee, Market Committee or to the Board of Directors already occurred in first instance). Such authorised governing body will review the appeal and any accompanying evidence and deliver a response to the appeal.
The complaint you make, and all related documentation will be kept for a minimum of 5 years.
Complaints received by The European Money Markets Institute will be addressed and managed in accordance with relevant Belgian legislation and regulatory data protection standards.
Should confidentiality be requested, the identity of the complainant, as well as any element of the complaint, will be kept confidential at all stages of the process and only transmitted to the relevant governing bodies, unless The European Money Markets Institute is obliged to disclose the identity of the complainant in the event of any subsequent judicial proceedings or in case of an investigation by regulatory and supervisory agencies.
In the event the allegations made by a third party turn out to be false and made in bad faith, we may decide to take legal action or file a complaint with a regulatory or supervisory agency.