Would you like to submit a complaint to us?
You can do this in any of the following ways: - the Complaints form or
- by letter or email:
Mailing address and email:
Complaints Manager
The European Money Markets Institute
56 Avenue des Arts | 1000 Brussels | Belgium
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, you 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. We are committed to handling complaints fairly and objectively. To support this, anyone involved in reviewing a complaint may be asked to declare any actual or potential conflict of interest. Where needed, steps will be taken to ensure the review remains impartial. Should you have a connection with EMMI or one of its staff members, please mention this information in your complaint.
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. EMMI aims to communicate the outcome of a complaint investigation within a reasonable timeframe, taking into account the complexity of the matter.
If you find our answer unsatisfactory or insufficient, you may file an appeal against such response. Appeals must be submitted to 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.
Confidentiality/Data protection
Complaints received by The European Money Markets Institute will be addressed and managed in accordance with relevant Belgian legislation and regulatory data protection standards. 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.