The Central Bank of Ireland (Central Bank) published research on consumer perceptions of complaints handling in regulated firms. While the findings of this research are not of direct relevance to investment funds, the findings are of interest as "the results of this research will inform our work and contribute to wider discussions with industry and policymakers both domestically and internationally in the area of complaints handling." Key findings include that: 

  • respondents who were given a named point of contact during the process were more satisfied;
  • the knowledge, experience and authority of the contact was considered to be among the most important aspects of the complaints process; and
  • timely resolution of the complaint was considered a key aspect.